Working hours: 35 hours per week, Monday to Friday
Duration: Permanent
Location: Gloucester
Job Ref: 204876
About The Role
Benefact Group are looking for a Service Management Specialist to join our Gloucester office. As a Service Management Specialist you will be part of a proactive and customer‑focused Service Experience team. You'll play a key part in ensuring IT services consistently meet business needs by driving effective ITSM practices, managing service performance, and fostering strong relationships across business and supplier communities.
You will support the stability, reliability, and continuous improvement of a range of IT services, with a particular emphasis on third‑party provided, remotely managed, and cloud‑hosted solutions. Strong experience with Sapiens technologies, particularly the IDIT suite, as well as enterprise document management platforms such as Box, will be a distinct advantage. This is a hands‑on service management role, ideal for someone who excels in service ownership, supplier performance management, and ITIL‑aligned service delivery within complex, multi‑vendor environments.
What you'll be doing
- Champion and promote a strong IT service culture across the organisation, identifying service improvement opportunities to enhance service quality, stability, and customer satisfaction.
- Oversee and support ITSM processes in line with ITIL best practices, ensuring service performance is effectively measured, monitored, and optimised.
- Manage day‑to‑day service operations including incident, problem, change, and request fulfilment, ensuring services consistently meet agreed SLAs and OLAs.
- Act as a service owner for assigned business‑critical services, with particular focus on Sapiens IDIT, Box Document Management System, cloud‑hosted applications, and third‑party supported platforms.
- Review service metrics and management information, analyse trends, and proactively drive corrective or preventive actions.
- Maintain service availability, reliability, and performance reporting, ensuring service targets are met and improvement plans are initiated where required.
- Build strong working relationships with business stakeholders, IT delivery teams, and suppliers to ensure clear communication, effective issue resolution, and continued alignment of services to business needs.
What you'll need to have
- Experience in IT service management, service operations, or similar roles.
- Strong working knowledge of ITIL service management practices; ITIL certification or willingness to achieve certification.
- Proven experience managing third‑party delivered services, including remotely managed and cloud‑hosted solutions.
- Experience acting as a service owner for business‑critical applications or platforms.
- Ability to communicate effectively and confidently with technical teams, business stakeholders, and external suppliers.
- Experience analysing service data, identifying recurring issues or root causes, and driving measurable service improvements.
- Demonstrable ability to build productive, trusted, and collaborative stakeholder relationships.
What makes you stand out
- Experience working with Sapiens technologies, ideally the IDIT suite within an insurance or financial services environment.
- Experience managing or supporting enterprise document management systems, preferably Box.
- Experience working within regulated industries, such as insurance or financial services.
- Familiarity with service performance reporting, continual service improvement (CSI), and supplier performance management frameworks.
- Experience holding suppliers to account through structured reviews, service governance forums, and improvement planning.
What we offer
- A competitive salary – let’s discuss it
- Hybrid working
- Group Personal Pension – up to 12% employer contribution
- Generous annual bonus scheme: on-target bonus between 6% and 24%
- 25 days annual leave plus bank holidays, and a holiday buy and sell scheme
- An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
- £200 annual personal grant to a charity of your choice
- Encouraged to take at least one volunteering day per year
- Employee Assistance Programme
- Full study support to gain professional qualifications
- Access to virtual GP
- Enhanced maternity and paternity pay
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