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For Companies At a Glance
- Tasks: Lead a team to deliver top-notch services and ensure client satisfaction.
- Company: Join Glue Reply, a leading consultancy in digital product design and data engineering.
- Benefits: Competitive salary, diverse workplace, and opportunities for professional growth.
- Why this job: Make a real impact by transforming strategies into practical solutions for blue chip clients.
- Qualifications: Strong leadership skills and knowledge of ITIL practices required.
- Other info: Dynamic environment with a commitment to diversity and equal opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Glue Reply is the outcome-focused Architecture specialist within the Reply Group. Through services encompassing Business Change/Transformation, Strategy & Architecture, Data exploitation and Integration, Glue Reply helps its clients succeed by turning strategy into tangible solutions and vision into practical outcomes. Glue Reply diagnoses the challenges and advises on the way to make real impact – enabling its clients to deliver.
Role Overview
As a Service Manager at Glue Reply, you will be responsible for managing a team of service delivery technicians and security analysts to ensure the efficient and effective delivery of services. You will play a key role in maintaining the high standards expected by our blue chip clients, combining strong leadership and technical expertise to deliver applications and services. This position is vital in supporting Glue Reply’s reputation as a leading consultancy in digital product design, delivery, and data engineering in the UK.
Responsibilities
- Oversee daily service delivery and security operations, ensuring compliance with established processes, procedures, and ITIL principles.
- Lead and coordinate support teams to resolve incidents, problems, and service requests within defined SLAs, acting as the escalation point for complex technical issues and major incidents.
- Monitor, triage, and manage incidents and service requests, ensuring timely resolution and adherence to organisational governance and regulatory standards.
- Coordinate and implement regular software changes, participating in change management and release readiness activities.
- Track, analyze, and report on KPIs and SLAs, identifying trends, bottlenecks, and areas for improvement in service delivery and security operations.
- Develop and maintain service delivery documentation, knowledge bases, and SOPs to support operational excellence.
- Prepare and present regular performance reports to senior management and clients, recommending opportunities for process and tool enhancements.
- Provide technical guidance to team members, oversee ticket queues, maintain strong stakeholder relationships, and drive continual improvement based on feedback and industry trends.
About the Candidate
- Strong leadership, coaching, and team-building skills, with a proven ability to inspire and motivate teams.
- In-depth knowledge of service delivery and ITIL Service Management practices, including incident and change management processes.
- Proficient in ITSM tools such as ServiceNow and experienced with cyber security concepts and SIEM tools.
- Demonstrated experience with public cloud providers (ideally AWS), CI/CD pipelines, and DevOps tools like Jenkins, Ansible, and GIT.
- Skilled in Linux-based operating systems and familiar with Agile software development methodologies.
- Excellent project and people management abilities, with a strong customer-centric approach and commitment to continual improvement.
- Exceptional problem-solving, troubleshooting, and organisational skills, capable of managing multiple priorities in a fast-paced environment.
- Strong written and verbal communication skills, with the ability to work effectively within a team and contribute to team growth through mentoring and feedback.
Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.
Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.
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SERVICE MANAGER employer: Reply, Inc.
Contact Detail:
Reply, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SERVICE MANAGER
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Manager role.
✨Tip Number 2
Prepare for the interview by researching Glue Reply and its services. We want to see that you understand our mission and how you can contribute to our success in service delivery and security operations.
✨Tip Number 3
Show off your leadership skills during the interview! Share examples of how you've inspired and motivated teams in the past. We’re looking for someone who can lead our service delivery technicians and security analysts effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace SERVICE MANAGER
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Manager role. Highlight your leadership abilities, ITIL knowledge, and any relevant technical expertise to show us you’re the right fit.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about service delivery and how your background aligns with our mission at Glue Reply. Be genuine and let your personality shine through!
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your problem-solving skills and ability to manage teams effectively. Numbers and examples can really make your application stand out.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Reply, Inc.
✨Know Your ITIL Inside Out
As a Service Manager, you'll need to demonstrate a solid understanding of ITIL principles. Brush up on incident and change management processes, and be ready to discuss how you've applied these in previous roles. This will show that you can maintain the high standards expected by clients.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you inspired your team or resolved conflicts. Glue Reply values strong leadership, so highlighting your coaching and team-building skills will set you apart.
✨Familiarise Yourself with Relevant Tools
Make sure you're comfortable discussing ITSM tools like ServiceNow, as well as cyber security concepts and SIEM tools. If you have experience with AWS, CI/CD pipelines, or DevOps tools, be ready to share how you've used them to improve service delivery.
✨Prepare for Performance Metrics Discussion
Since tracking KPIs and SLAs is crucial for this role, think about how you've monitored and reported on performance in the past. Be prepared to discuss trends you've identified and improvements you've implemented based on data analysis.
