IT service relationship manager - VP

Department and Role Overview:

The IT Service Management Lead is responsible for the IT Service Relationship Management, Service Level Management, Service Design and Transition and Service Catalogue Management practices within SMBC EMEA.

The role focusses on ensuring that both internal and external, including intragroup and vendor IT services are being delivered to expectation and developing and defining processes to ensure the smooth management and delivery of IT Services into the EMEA region.

IT Service Delivery function plays a critical role within EMEA Technology and is responsible for the processes and technology used to plan, delivery and support IT services. This function is responsible for ensuring continuous improvement in all IT Service Management Practices providing a rigorous framework for the introduction and evolution of IT Services.

The IT Service Management Lead role will oversee the provision of services to clients and the EMEA business and assure the delivery of good customer service, continually assess the quality of its products and services. They will work heavily with internal service providers to ensure service levels are adhered to and work collaboratively to introduce and improve IT services. A major component of the role will be to own the management of the Service catalogue and ensure that all services have appropriate support and service models established.

As the IT Service Management Lead, you play an essential role in customer relations by providing efficient problem-solving and building lasting relationships. This is a brand-new role in the SMBC EMEA organisation so provides great opportunity for a candidate to really make their mark in the way in which we deliver service to our business customers.

Key Job Functions:

• IT Service Relationship Management
• Identify, analyse, and foster positive relationships with stakeholders to ensure that the services provided meet or exceed their expectations.
• Work with Subject Matter Experts within the IT Group and others across the business to identify, analyse and resolve issues with the successful implementation of Service Management practices within EMEA Technology.
• Engage with stakeholders to understand their current and future IT Service needs, ensuring that the services offered remain relevant and valuable.
• Promote open lines of communication and trust, encouraging collaboration essential for the co-creation of value.
• Aim for continuous engagement and delivering on promises to enhance overall stakeholder satisfaction with the services provided.
• Manage and address risks, issues, and concerns raised by IT Service customers, partners, suppliers. in a timely manner.

Service Level Management

• Draft, negotiate, and finalise IT SLAs with customers, vendors and stakeholders and regularly review and update SLAs to ensure they are aligned with changing business needs and service capabilities.
• Continuously monitor service performance against SLA targets and produce regular reports.
• Oversee contracts with external suppliers to ensure they support the service levels defined in SLAs.
• Track and analyse service performance metrics and recognise areas where service performance can be enhanced.
• Conduct regular service review meetings to discuss performance, issues, and changes and gather feedback from customers regarding service quality and areas for improvement.
• Produce and distribute reports on service performance against SLA targets and maintain documentation related to SLAs, OLAs, UCs, and performance reports.
• Identify risks that could impact service levels and develop and implement plans to mitigate identified risks.

Service Design & Transition

• Plan the transition of services from development to live operation and support transition activities, defining IT Service Model appropriately.
• Ensure that relevant knowledge and information are captured, stored, and made accessible.
• Assess the performance of services post-deployment and ensure that they meet the required standards and objectives.
• Provide training and raise awareness among staff and users to ensure smooth adoption of new or changed services.

Service Catalogue Management

• Identify and document IT services offered by the organisation, defining service levels, delivery parameters, and performance metrics for each service.
• Develop a comprehensive and clear IT service catalogue that includes detailed descriptions of each service and regularly update the service catalogue to reflect changes in services, additions, or retirements.
• Align the service catalogue with other ITSM processes such as IT Service Level Management, Incident Management, and Change Management.
• Ensure necessary approvals for new services or changes to existing services are in place and validate that services in the catalogue meet organisational standards and policies.
• Monitor the performance of services as defined in the catalogue and generate reports on service performance, utilisation, and user satisfaction.
• Educate users and stakeholders about the available services and how to use the service catalogue and provide training sessions or documentation as needed.
• Gather feedback from users and stakeholders to identify areas for improvement and implement changes to enhance the service catalogue based on feedback and evolving needs.

Miscellaneous

• Developing skills pertinent to role.
• Undertaking other reasonable tasks at the discretion of the Head of Section and Group.

Responsibility and Authority

• Responsible for all internal/external and EMEA entity IT service relationship and integration management within the overall IT Service Delivery model
• This role is responsible for all SMBC EMEA entities, Nikko Capital Markets and will partner with global group companies.
• Office environment 3 days per week.
• May require occasional travel to other company locations.
• No budget responsibility.

Key Stakeholders

• Engaging IT colleagues at all levels in EMEA and North America to participate in and contribute to the successful definition and ongoing implementation of Service Management processes and controls.
• Work Third party management and Business Service Management to ensure IT Service Management processes align with wider organoisational polocies and procedures.
• Creation of Positive and productive relationships with our business colleagues, including all of the branch and enities that form part of SMBC EMEA.

Key Skills & Abilities:

Technical Knowledge:

• Strong understanding of IT Service Management (preferably through specialism / strong understanding of ITIL) focussed on efficient management of service catalogues and service introduction.
• Strong understanding of and experience with service level agreements.

Analytical Skills:

• Strong problem-solving skills and be able to provide recommendations and solutions for remediation or improvement.
• Must have a mindset and experience of driving continual process and service improvement.

Project Management:

• Ability to coordinate multiple tasks and projects simultaneously.

Communication Skills:

• Excellent written and verbal communication skills with the ability to communicate information concisely and accurately in a manner that is appropriate to the audience.
• Excellent stakeholder management skills to senior levels in the Bank, and with third parties, including the ability to set and explain IT Service Management to a non-technical audience and de-escalate issues and business impact caused by incidents.

Organisational Skills:

• Strong organisational skills to manage inventory and maintain accurate records.
• Efficient time management to handle various responsibilities.

Interpersonal Skills:

• Ability to work well with cross-functional teams.
• Ability to operate sensitively and effectively in a multicultural environment.
• Excellent interpersonal skills, in particular service orientation, organisational awareness, and people empathy.
• Global Liaison – ability to operate, influence and provide thought leadership globally at all levels and particularly with our core partners in Americas region.

Specific Experience and Qualifications:

Education:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Relevant certifications (e.g., ITILv4 Foundation or higher, Certified Service Integration and Management (SIAM) are highly desirable.

Experience:

• Proven experience in a Service Delivery or Management leading role
• Proven track record of ITSM process design, ownership, and management.
• Proven experience in a large, complex organisation with a diverse IT environment.
• Proven experience with working with 3rd parties and specifically a multi-intragroup arrangement.

Tools and Software:

• Proficiency in ITSM software and tools (e.g., ServiceNow).
• Familiarity with management information and reporting tools.
• Regulatory Knowledge:
• Understanding of compliance requirements related to IT Service Management practices, such as DORA and Operational Resilience.