Tech role of the week: IT Service Manager | London

Overall purpose

To manage an evolving Service Management function in putting the customer and the customers experience at the heart of everything it delivers.

To co-ordinate the delivery of IT services into Lloyds business units, building and maintaining long-term IT””Lloyd’s Business partnerships and acting as “a bridge” between the business units and our operational delivery teams.

To create an environment where simplified operation and tangible data is used to drive continuous service improvement and enhance the customer experience Responsible for the daily management and governance across all areas of the Service Hub, ensuring the highest level of customer and operational service delivery

The Opportunity

Our aim is to attract the best talent and provide an accelerated career path for the progression of high achievers.

Lloyd’s seeks to promotes and retain a diverse workforce, harnessing different skills, experiences, backgrounds and capability to enhance our business performance. Applications are welcomed from all suitably qualified candidates irrespective of gender, age, race, ethnicity, sexual orientation, disability or religion and selection is based on merit.

Major responsibilities and accountabilities

• Accountability for the IT Service Hub function which is made up of; Customer Interaction (Self-Service Portal and Service Desk), Incident Management, Request Fulfilment, Change Management and Duty Managers processes & functions. Accountable for the Problem Management Queue (not resolution)
• Improving the overall customer experience when using the IT “Service Hub” and when using IT products and services
• Representing the face of IT to the customer and acts as the senior point of escalation on all IT service issues relating directly to IT’s daily operational service and support capability
• Identifying, recommending and developing service and process improvements
• Building strong working relationships with key Lloyd’s personnel, understanding their business priorities and being empathetic and sympathetic to their technology & service requirements
• Coordinating the team to ensure any major incidents are managed professionally and escalated appropriately
• Supporting the business prioritisation process with information & data that will enable the business community to make more informed decisions
• Acting as a conduit for our business stakeholders to gain speedy access to other areas of IT as required
• Driving a culture where SLAs / OLAs are documented, agreed, measured and regularly reported against and taking ownership of those customer SLAs so we deliver on our promises and commitments
• Proactively monitoring and management of our incident and request fulfilment processes ensuring SLA’s are met or exceeded
• Management of key staff responsible for “Service Hub” activities, supporting their career development and appraising as required “” managing direct reports with responsibility for a team of matrix managed staff that flexes between 25 and 35 people.
• Training and mentoring existing team members in an environment whereby they learn for your experience and developing them into true service delivery professionals
• Embedding a culture of continuous improvement and service excellence through the effective use of service levels and reporting metrics.
• Recommending improvements to processes and procedures that bring about benefit to the customer or the IT staff using them
• Developing a set of tangible performance metrics to support and evidence service improvement and customer satisfaction
• Coordination of both the in-hours and out of hours Duty Management capability and acting as a point of escalation for both
• Identifying activities for automation and simplification where there is strong evidence of business or IT benefit
• All aspects of resource management for the Service Hub, helping with recruitment and working closely with resource managers to ensure adequate resource
• Timely escalation of issues within the Service Management and through to Senior IT Management
• Building strong partnerships and working relationships with the other areas of IT ensuring commitment and buy-in to the Service Management function and processes, supporting fix-on-fail and the importance of customer satisfaction \ perception as a priority