Service Operations Manager

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VN-17532

Permanent

Hove

Competitive

20 August 2020

This is a key strategic role for ensuring service operations are in line with business ensuring GFIT provide best in class and provide a holistic view of GFIT Service and Operations through collaboration with senior managers in the GFIT Service Delivery, GFIT Operations and GFIT Service Support workstreams. This role will work closely with the Head of Service Operations to support in leading the department, providing challenge and deputise when required..

  • Lead the co-ordination and effective delivery of well controlled and governed service introduction and service management, in line with best practice, agreed service standards and strategic objectives.
  • Act as interface between senior managers leading GFIT Service Delivery, GFIT Operations and GFIT Service Support to support, facilitate and implement effective decision-making and manage smooth, co-ordinated and integrated service delivery. Facilitate liaison to ensure that all requirements are approved, signed off and issues and problems are resolved, ensuring full documentation as required.
  • Deputise for Head of Service Operations in key activities and meetings where required.
  • Create and maintain Service and Operations Framework including policies and procedures, ensuring they are understood by stakeholders and embedded whilst driving continual improvement and following appropriate governance and controls.
  • Engages, collaborates and communicates effectively with business stakeholders at all levels to manage service delivery and operations and ensures alignment with business objectives. This will involve delivering and analysing MI to report on Service and Operations activities and demonstrate delivery of KPI’s and strategic objectives.
  • Provide strategic input for all new and changed services in the GFIT service catalogue and portfolio, having a holistic view of Service and Operations and providing thought leadership throughout the GFIT organisation to influence and inform decision making.
  • Provide subject matter expertise for Service Design and Service Transition activities, ensuring minimum disruption to the on boarding of new services and changes to existing services.
  • Ensure technology and services and ways of working align with Treating Customers Fairly principles and guidelines.

Qualifications:
- ITIL Foundation or relevant IT SM experience
- Degree or demonstrable equivalent experience at this level
- ITIL Service Design (desirable)
- ITIL Service Transition (desirable)
Knowledge:
- Solid technical and operations understanding
- Understanding of Agile, Waterfall and SDLC
- In-depth knowledge of IT Service Management – Incident, Problem, Change
- ITSM Platforms – Workflow, reporting, CMDB, Monitoring/Alerting,
- Cloud exposure AWS + Azure ( Desirable)
Experience:
- Experience of working in regulated environment
- IT Operations experience in professional services
- Strong Customer focus background
- Proven excellent Stakeholder management and engagement skills
- Strong Organisation and management skills
Leadership:
- A strong ability to communicate complex subjects clearly and concisely
both verbally and in writing using appropriate (non-technical) language to
stakeholders at all levels.

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, 30 days' holiday, private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, as well as a 12% car allowance scheme, your hard work will be rewarded when you join us.

For further information please contact Reesa Berry, Resourcing Lead on reesa.berry@landg.com

About L&G

Working here is about being there for our customers; we’re available should the worst happen and we work together to enable social and financial equality across the UK. But it’s also about you –how you develop and what you can achieve. We’ll help your talent thrive in an environment where you’ll be supported to work flexibly and autonomously, sharing in our success and rewarded for a great performance with a generous benefits package.

About the business area

From HR and Digital teams through to Group Finance, Risk and Corporate Comms – our Group function support our businesses across the UK and abroad. Delivering essential services and activities that have a real impact on our business and our customers lives, we enable our people to do what they do best, contributing to delivering a great customer service, profitability and strategic growth.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

About L&G

Working here is about being there for our customers; we’re available should the worst happen and we work together to enable social and financial equality across the UK. But it’s also about you –how you develop and what you can achieve. We’ll help your talent thrive in an environment where you’ll be supported to work flexibly and autonomously, sharing in our success and rewarded for a great performance with a generous benefits package.

About the business area

From HR and Digital teams through to Group Finance, Risk and Corporate Comms – our Group function support our businesses across the UK and abroad. Delivering essential services and activities that have a real impact on our business and our customers lives, we enable our people to do what they do best, contributing to delivering a great customer service, profitability and strategic growth.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.