Service Manager

Key Accountabilities

• Provide leadership and management of the “virtual” team, ensuring Services are aligned and focused on the right business outcomes, under a BTS Strategy plan.
• Pro-actively seek to add value through the development of services in addition to existing services through the regular analysis of customer satisfaction and performance data.
• Become the main point of contact for the business teams for general BTS operational queries.
• Own the relationship between User Services and ABF Businesses globally.
• Measure and monitor service performance, including SLA measures.
• Maintain a strong, collaborative relationship with the Business IT teams that supports the delivery of BTS Services.
• Develop strong internal networks with, and be an effective virtual team-member of, key internal departments.
• Proactively engage with the BTS Product managers to understand the current service model and future capabilities that can support the ABF Business goals.
• Collaborate and coordinate with Business Partners when working on topics that impact multiple BUs.
• Deputies for Head of User Services as needed.
• Provide Operational Support / Holiday Cover for other Service Managers.
• Participate in the Duty Manager On Call rota.
• Contribute to and develop Service Management Strategy and Roadmap.

Essential Skills, Knowledge And Experience

• Experience of working in a Service Management environment either with global house IT Teams or as part of a Managed Service Provider.
• Knowledge of working with ITSM toolset to drive customer experience initiatives.
• Energy, drive and influence to deliver.
• Significant experience of defining, executing and delivering operational transformational service strategies, resulting in operational excellence and best in class services.
• Strong leadership skills, able to inspire, motivate and coach people and delegate effectively.
• Used to acting on own initiative and taking ownership of projector issues.
• Able to manage concurrent initiatives and conflicting demands.
• Strong team player with ability to collaboratively to deliver results.
• Strong communication and presentation skills in a variety of formats to different stakeholder seniority levels and audience types.
• Proven ability to influence cross-functional teams without formal authority.
• Experience of working in a global multi geographical and multi-cultural user base.
• Experience in presenting to and developing relationships with Senior Business Stakeholders.

Qualifications

• Ability to make sound and logical judgments.
• Demonstrates leadership which reflects the values of the organization.
• Demonstrates behaviors which have been collaborative, courageous, trustworthy and progressive.
• Strong customer service orientation.
• Strong interpersonal, written, and oral communication skills.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Ability to present ideas in a user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Has a passion for service excellence and continually strives to understand the customers’ needs and how service can be aligned to meet these.
• V willing to collaborate with internal and external colleagues to provide the best possible service to the end user customer.
• Experience of establishing credible relationships within IT and Business community with examples of driving IT/Business change agenda.

Desirable Skills, Knowledge & Experience

• ITIL v4 certification.
• Knowledge of ServiceNow and developing reports.
• ServiceNow Platform Analytics capability.

Other Requirements Of The Role

• Ability to work flexibly i.e. outside of recognized normal working hours.
• Willing to travel to other locations/suppliers/vendors etc. when necessary.