The Service Improvement Portfolio Manager’s role is to lead the definition of a portfolio of programmes, projects, and/or on-going service improvement. The role will involve the collection, summarisation and reporting on portfolio KPIs often through the deployment of business management processes and systems. This position supports the Performance Management Lead by managing the suite of service improvement opportunities identified both within the team, plus from the Customer Experience team, the Operations Centre, third party suppliers and the broader L&G business

Plan, schedule, monitor and report on activities related to the portfolio to ensure that each part of the portfolio contributes to the overall achievement of the portfolio, whilst looking for opportunities to aggregate improvement opportunities into projects delivering multiple benefits in parallel

Communicate clearly the benefits of the service improvement opportunities to several different stakeholder groups

Work closely with Service Towers and Currency Projects team to ensure service improvement activity is carried out with respect to business needs and other ongoing activities across the business, and also with the Service Design & Transition team to facilitate the design aspects of the improvement portfolio

Ensure that customer experience is a prime focus of all activities and decisions driving the service improvement portfolio forward • Responsible for contributing to capacity, availability, problem management, change management and knowledge management activities within the team, and undertaking Continual Service Improvements as a day to day activity

Actively identify risks, ensure they are appropriately logged and tracked at the appropriate forums, and take appropriate action to mitigate or resolve

Define, develop and deliver processes and systems to ensure a consistent and good level of service that means customers’ expectations are met, is consistent with what we have communicated and is aligned to L&G’s Customer Experience and Treating Customers Fairly policy

 Continually work to build effective, positive working relationships with both our Third Party Service providers and the wider IT communities, to enable us to deliver a fantastic customer service and be viewed as a single, valued IT partner.

ITIL Foundation Certificate in Service Management V3

Project Management certification preferable

Knowledge:

Knowledge of project management methodologies and activities

Working knowledge of the Strategic Service Integration model

Knowledge of IT outsourcing activities in a managed services environment

 Skills:

Communicating complex multi-faceted data and sensitive information to business users, senior stakeholders, suppliers and the wider user community in simple to understand reports

Identifying new and alternative improved approaches to performing analysis and reporting activities

The ability to analyse processes and information and assess the potential opportunities for service improvement

Use of automated systems to support specific business functions or processes as well as Service Management toolsets

Supplier relationship management, negotiation and conflict management skills

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information regarding this role please contact Lynn Morriss (lynn.morriss@landg.com) OR Reesa Berry (reesa.berry@landg.com)

Please Note this role is now under offer.