Service Manager

• Purpose of the role:

The purpose of a Project Service Manager is to oversee the service management activities related to the program. The Service Manager is responsible for ensuring the effective delivery and ongoing operation of the projects, managing service-level agreements (SLAs), and ensuring user satisfaction. They play a crucial role in driving continuous improvement, maintaining the stability and availability of the Project, and fostering strong relationships with stakeholders and service providers.

• Main responsibilities:

1. Service Delivery: Oversee the delivery of services related to the program, ensuring adherence to service-level agreements (SLAs) and meeting customer expectations. Monitor service performance, availability, and reliability.
2. Incident and Problem Management: Manage the resolution of incidents and problems related to the program. Coordinate with support teams to identify, prioritize, and resolve issues in a timely manner. Implement proactive measures to prevent recurring incidents.
3. Service Improvement: Drive continuous improvement in program services by analyzing service performance, identifying areas for enhancement, and implementing service improvement initiatives. Seek feedback from users and stakeholders to identify service improvement opportunities.
4. Change and Release Management: Coordinate and oversee change and release management activities for the program. Ensure that changes are properly planned, tested, and implemented without disrupting service availability. Monitor the impact of changes and releases on service performance.
5. Vendor and Supplier Management: Manage relationships with vendors and service providers involved in the delivery of program services. Monitor service contracts, track vendor performance, and ensure compliance with agreed-upon service levels and contractual obligations.
6. Service Reporting and Metrics: Develop and maintain service reporting mechanisms to track and communicate the performance of program services. Generate service-level reports, including key metrics, SLA compliance, and customer satisfaction.
7. Stakeholder Engagement: Engage with stakeholders, including business owners, users, and executive management, to understand their requirements, address concerns, and ensure alignment between service delivery and business objectives. Foster strong relationships and effective communication channels.
8. Service Transition and Continual Service Improvement (CSI): Plan and coordinate the transition of new services or changes into production, ensuring minimal disruption to the program. Drive the implementation of CSI initiatives to enhance service quality, efficiency, and customer satisfaction.
9. Service Governance and Compliance: Establish and enforce service governance frameworks, policies, and procedures to ensure compliance with industry standards, regulations, and organizational policies. Monitor service-related risks and implement appropriate controls.
10. Service Desk and User Support: Collaborate with the service desk and support teams to ensure effective user support for the program. Define and enforce service desk procedures, monitor response times, and promote a positive user experience.

• Qualifications:

1. Bachelor's degree in a relevant field such as Computer Science, Information Technology, or Business Administration. A Master's degree is advantageous.
2. Relevant certifications in IT service management, such as ITIL (Information Technology Infrastructure Library), are beneficial.

• Experience:

1. Proven experience in service management or related roles, preferably within a digital or IT services environment.
2. Experience in managing and delivering services for complex systems or platforms, with a focus on user satisfaction and continuous improvement.

• Skills:

1. Strong knowledge of IT service management principles, methodologies, and frameworks, such as ITIL.
2. Familiarity with service desk operations, incident management, problem management, and change management processes.
3. Excellent organizational and time management skills to effectively prioritize and manage multiple service-related tasks and responsibilities.
4. Strong communication and interpersonal skills to engage with stakeholders, manage expectations, and foster strong relationships.
5. Analytical and problem-solving abilities to identify root causes of service issues and drive effective resolutions.
6. Ability to work well under pressure and handle critical incidents and escalations in a calm and composed manner.
7. Knowledge of service reporting and metrics to assess and communicate service performance to stakeholders.
8. Strong customer focus and ability to understand and meet user needs and expectations.
9. Vendor management skills to effectively collaborate with service providers and ensure their adherence to service level agreements.
10. Continuous learning mindset to stay updated with industry best practices and emerging trends in IT service management.