Senior Service (Run) Manager in Sheffield

Sopra Banking Software works with more than 1,500 banks, building societies and specialized finance providers across more than 80 countries worldwide. We help them to develop, deliver and operationalise their digital transformation strategies. Using our suite of digital banking products and services enables these organisations to deliver remarkable financial services to their clients.

Our SaaS & Cloud Services function, which is responsible for the operation & managed service of our solutions, are expanding and looking for candidates who are passionate about delivering world class services. Reporting into our Customer Success Manager, Senior Service (Run) Managers work across a portfolio of clients, ensuring we deliver mortgage processing and other services to financial institutions throughout the UK.

We are seeking an exceptional leader who can drive our teams and deliver outstanding results for our customers and meet our contractual obligations. In addition to maximising the potential of technology to enhance our customers’ success, we also look for innovation with the software to exceed our customers’ expectations. We are looking for a confident manager of stakeholders, who can collaborate at all levels of the customer’s organisation, deliver results, and deliver a strategic value-add customer relationship.

• Establishing and maintaining strong and lasting relationships with our clients at all levels within the customers’ organisation.
• Representing your customer to internal stakeholders, engaged in relevant product, sales, and project activities.
• Daily operational service management of incidents/problems/changes/work requests ensuring internal standards and policies are being met, and customer expectations are being exceeded.
• Manage execution of our contractual commitments relating to service quality, including the regular reporting to both client and internal stakeholders.
• Continuous improvement is essential, and you are required to identify and own service improvement opportunities, ensuring a clear plan of action is captured, managed, and delivered to completion; this will be measured by NPS and reference-ability.
• Ownership of the client’s service calendar, covering service events, such as DR, penetration testing, audits, patching & upgrades, and communicating internally.
• Play an active stakeholder role in new projects, representing our customer’s interests and ensuring service readiness measures are met ahead of go-live.
• Responsible for monitoring the profitability of the service against actuals; and continuous improvement on cost efficiencies.
• Identifying revenue generating opportunities and keeping close liaisons with the Sales Team.
• Project manage internal/BAU projects which impact your customer(s).

Candidates should be able to demonstrate most of the below attributes. Don’t worry if you don’t tick every box, personal development is important to us, and we’ll consider working with candidates to upskill in certain areas:

• Demonstratable experience of working in a service contract management environment including billing, service reviews, and improvement plan management.
• A strong ability to lead and collaborate with internal and external stakeholders to achieve desired objectives.
• Good knowledge of ITIL processes & experience in major incident management.
• Develop an understanding of software applications and technical platforms.
• Continually obtain customer satisfaction ratings and develop a SIP (selection in planning) to implement change.
• An ability to build relationships with our diverse range of customers, to ensure that the customer solution is futureproofed, and Return On Investment is maximised.
• A desire to share knowledge, service improvements and best practice learnings with the Sopra teams.

• Minimum 3 years of service management experience.
• Banking business and processes basis.
• Degree or equivalent.
• Project Management Skills.

Sopra Banking Software are a certified Great Place to Work! We offer flexible – hybrid working model of 2 days in office and 3 days working from home. All employees are supported to work from home with DSE assessments and IT equipment where required to be fully productive when remote working.

By joining the Sopra Banking Software team you will enjoy a market competitive salary and our excellent rewards and benefits schemes including 25 days holiday with an option to buy up to 5 more, a 6% employer pension contribution, a buy one get one free employee share scheme, private medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.

We take pride in rewarding our colleagues through Summer parties, treat days in the offices, and a social budget for each department. Salary range of £45,000 - £60,000 depending on experience.