Regional Service Management Lead

Role summary

Managing the Regional Service Management team and alignment to processes (Incident, Event, Request, Problem, Change) – ensuring that they are all fit for purpose and meet the aims of supporting the Firm.

Ensuring that the reliability and performance of the regional services is in line with the business requirements. Delivering to the defined Global processes to ensure the effectiveness of the management and transparency of the overall service lifecycle and support, including identification, stability, performance, capability, risk acceptance, transition sign off and analysis of the services. Managing any IT communications to the business, and ensuring you are representing the voice of the customer in all messaging or customer facing transitions.

The role will also be accountable for the regional service in the region they are based.

Ensuring all the regional operational IT needs of the business are fully supported and managed, and that the reliability and performance of the services is in line with the regional business requirements.

Management of the overall service lifecycle and support, including stability, performance, capability, risk acceptance, transition sign off and analysis of the services working closely with the global service management team

Developing a deep understanding of what is important to the service, you will be identifying, prioritising and driving improvements, key business initiatives and the resolution of service-related issues through established strong relationships with your key stakeholders and across all of the technical teams and the central service management team.

A key element of this role is to interface with the Head of Technology Services, Global Service Management Lead and the outsourced service provider as applicable, ensuring performance is in line with expected and contracted agreements and tackling any shortfalls swiftly and effectively in conjunction with the central service management team.

The role is also responsible for working closing with the technology delivery teams to ensure successful delivery and adoption of technology and process change in their region working aligned to the global standards.

Key responsibilities and deliverables

• Management of a regionally dispersed team ensuring they all deliver to the defined global standards and processes

• Ensure consistent high-quality delivery of IT services within all regions, in line with business expectations working collaboratively with the Head of Technology Services and their team

• Ensure that the Service Catalogue and the Global IT service model provides the optimal support to the Customers of the Services. Identifying and eliminating gaps and Continuously Improving

• Promote and improve the Operational Service Management function and processes, driving a service culture with the appropriate level of controls to protect and support live services

• Ensure and maintenance and continuous review of SLAs/OLAs/XLA’s alongside appropriate risk acceptances

• Identify and implement key improvements to aid IT adoption via various methods including direct comms, self-help, training opportunities etc

• Ensure Service and Supplier reviews are carried out routinely and appropriately, with underperformance tacked appropriately for those where the relationship in owned in the region

• Oversee the resources and systems management, in-line with Firm policies and process

• Management of Major Incidents including the 24/7/365 out of hours IT MI support rota - supporting Major Incidents to ensure minimised impact and clear business communications for their region

• Input into plans for future service, liaising with all relevant stakeholders to understand the changing and future requirements of the services

• Ensure new services are transitioned into the live environment smoothly and with minimal impact to existing services

• Ensure smooth transition of Projects into Service, owning the regional sign off for the Services from Transition

• Oversee the key details on Service elements, ensuring that they are managed efficiently within each element of the processes e.g Event, Incident, Problem, Config, Knowledge, Change, Request etc

• Monitor and Manage Service costs - identifying and eliminating waste and maximising benefits within regional / local budgets

• Provide appropriate reporting to key stakeholders – including detailed or high-level analysis as required

• Ensure that all relevant Service information is routed appropriately with all key stakeholders updated.

Requirements (communication/skills/experience)

 Knowledge & Experience:

• Experience in managing a team of Service Management Professionals

• Forward thinking, detailed and passionate Service Management professional

• Excellent Process improvement skills

• Experience in developing insight from a variety of data sources including those created by other teams such as data analysis and external research

• Experience of structured thinking and logical reasoning

• Experience of assimilating fact-based evidence and recommendation into effective output

• Excellent analytical, problem solving and influencing skills

• Major Incident Management experience

• Experience in holding supplier/service reviews with external vendors

• Strong ITIL Experience (Foundation level minimum), strong understanding of key ‘modern’ Service Management thinking and across process lifecycles, with the ability to translate to this environment.

Technical & People Skills:

• Collaborative, professional, accountable and trustworthy

• Passion for customer excellence

• Ability to translate analysis into insights

• Fosters strong connections and works in collaboration with other teams & departments

• Knowledge of systems and relevant software applications (ITSM toolsets – ideally ServiceNow)

• Service Management process and lifecycle management - previous experience with Service Management communication and interaction channels.

• Knowledge of modern approaches to Service Management, including automation.

• Proven skills in matrix management

• Highly dynamic approach to task management

• Strong demonstration of Leadership skills

• Demonstrable ability to influence across all teams, regardless of accountability

• Can build strong relationships with key business stakeholders, demonstrating understanding and empathy and translating into IT requirements.,

• Able to present at all levels, able to communicate technical findings to non-technical audience in an engaging manner

• Ensuring stakeholders and contributors are involved across the change management process, gaining sign off at regular touchpoints

• Excellent communication skills, written and verbal.

• Empathetic - views from a customer perspective

• Ability to influence outside of specific area of management, demonstrating the value and encouraging collaboration

• Can generate solutions from complex problems

• Excellent facilitation ability

• Sound commercial acumen

• Decisive and calm in a crisis