Senior Manager, Service Management

Below is a refined version of the job description, with improved formatting and focus:

Senior Manager, Service Management, Cambridge

Client: arm limited

Location: Cambridge, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Details

Job Reference: 02c4cacfb6fa

Job Views: 9

Posted: 24.04.2025

Expiry Date: 08.06.2025

Job Description

Overview: Based in Bengaluru and reporting to Enterprise IT Leadership, you will lead the Arm Service Management office, ensuring IT services are delivered and continuously improved to meet current and future needs. You will define and lead all aspects of the EIT Service Management strategy, processes, policies, and procedures, driving service improvement aligned with Arm’s goals.

Responsibilities

1. Develop and implement the service management strategy in line with overall business objectives.
2. Lead, mentor, and develop a team of service management professionals, fostering a culture of excellence and continuous improvement.
3. Collaborate with senior leadership and business partners to understand and fulfill Service Management requirements.
4. Implement and evolve ITIL processes and standard methodologies.
5. Ensure high-quality IT service delivery, including Incident, Problem, Change, and Major Incident Management.
6. Develop and manage the IT service catalogue and associated processes, tools, and technologies.
7. Monitor, measure, and report on Service Management performance.
8. Identify improvement areas and implement initiatives to enhance service quality and customer satisfaction.
9. Develop and implement service level agreements and KPIs aligned with IT strategy.
10. Ensure compliance with regulations, standards, and policies, and manage associated risks.
11. Act as the primary contact for Service Management, building strong relationships across the company to facilitate seamless service delivery.

Required Skills and Experience

• 10+ years in IT Service Management, with at least 5 years in a leadership role.
• ITIL v3/v4 Expert or equivalent.
• Experience with ITSM tools, preferably ServiceNow.
• Strong leadership, communication, negotiation, and stakeholder management skills.
• Analytical and problem-solving skills with a focus on continuous improvement.

Nice To Have

• Experience in complex, externally regulated environments.

What We Offer

Exciting work in a global, diverse team with opportunities for career progression and impactful contributions.

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