As the Lead Service Manager, your main day to day responsibilities will be:
- Ensuring that the customer receives the highest level of service from the Enterprise Services teams and managed suppliers, promoting a culture of customer satisfaction.
- Identifying appropriate suppliers to deliver services, working with them to agree the approach based on the defined outcomes.
- Effectively engaging with senior stakeholders, to ensure alignment and to manage challenges and escalations from the Service Management teams.
- Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation and having accountability for initiatives that will drive continuous improvement across customer services, whilst protecting the integrity of existing services.
- Making decisions regarding cost reductions and opportunities based on supplier financial performance.
- Acting as the main escalation point for the wider Service Management team, invoking the Home Office Digital risk escalation process when required and engaging relevant stakeholders in resolution activities.
- Representing customers in Service Readiness reviews and assessments, identifying, managing and escalating service risks appropriately.
- Building effective partnerships across the technology organisation to share best practice, demonstrating leadership qualities by mentoring and line managing members of the community, supporting them to perform to their full potential and driving succession planning.
- You will also be expected to mentor more junior members of the Service Management community, taking online management responsibilities, if required. As well as participating and supporting collaboration initiatives and career development within the IT Operations community, building in-house capability via a professional community of practice.
Working pattern
Due to the business requirements of this role, it is only available on a full-time basis. However, compressed hours are available. Like many organisations we need to maintain our services 24/7, therefore, on occasions there may be a requirement to work out of hours.
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