Senior Manager, Service Management

arm limited; Cambridge; On-site; GBP 70,000 - 100,000; Full time

Job summary

A technology company is seeking a seasoned leader for IT Service Management. This role involves implementing strategies and driving service delivery improvements. Candidates should have extensive experience in ITSM, strong leadership abilities, and excellent communication skills. The position promises career progression opportunities within a diverse team.

Benefits

Career progression opportunities

Exciting work in a global team

Qualifications

• 10 years of experience in IT Service Management, with at least 5 years in a management or leadership role.
• Strong leadership and people management skills, with a proven track record of building impactful teams.
• Excellent communication, negotiation, and stakeholder leadership skills.

Responsibilities

• Develop and implement the function's strategy in alignment with the overall strategy.
• Lead, mentor, and develop a team of service management professionals.
• Ensure service delivery complies with regulations, standards, and policies.

Skills

IT Service Management

Leadership

Communication Skills

Analytical Skills

Relationship Management

Education

ITIL v3/v4 Expert or equivalent

Tools

ServiceNow

Job description

Job Description

Job Overview:

Based in our Bengaluru office and reporting to Enterprise IT (EIT) Leadership, you will lead the Arm Service Management office, ensuring that IT services are delivered and improved in line with current and future needs. You will define and lead all aspects of EIT Service Management strategy, ITSM processes, policies, procedures, and drive continuous service improvement in service delivery aligned with Arm’s goals.

Responsibilities:

1. Develop and implement the function's strategy in alignment with the overall strategy.
2. Lead, mentor, and develop a team of service management professionals, encouraging a culture of excellence and continuous improvement.
3. Collaborate with senior leadership and partners across the business to understand and meet their Service Management requirements.
4. Drive the implementation and evolution of ITIL processes and standard methodologies.
5. Ensure the delivery of high-quality IT services including Incident, Problem, Change, and Major Incident Management.
6. Develop and lead the IT service catalogue and offerings, ensuring effective use of processes, tools, and technologies.
7. Monitor, measure, and report on overall Service Management performance.
8. Identify areas for improvement and implement initiatives to enhance service quality, efficiency, and customer satisfaction.
9. Drive the development and implementation of service level agreements and KPIs that align with IT strategy and goals.
10. Ensure service delivery complies with regulations, standards, and policies. Identify and mitigate risks associated with IT service delivery.
11. Act as the primary point of contact for Service Management, building and maintaining strong relationships within the company to facilitate seamless service delivery.

Required Skills and Experience:

1. 10 years of experience in IT Service Management, with at least 5 years in a management or leadership role.
2. ITIL v3/v4 Expert or equivalent.
3. Experience with ITSM ticket management tools, preferably ServiceNow.
4. Passionate about delivering high-quality service.
5. Strong leadership and people management skills, with a proven track record of building impactful teams.
6. Deep knowledge of ITIL and/or other service management frameworks and processes.
7. Ability to handle multiple priorities effectively in a fast-paced environment.
8. Excellent communication, negotiation, and stakeholder leadership skills.
9. Analytical and problem-solving skills focused on continuous improvement.
10. Ability to build and sustain trusted relationships internally and externally.

Nice To Have Skills and Experience:

• Experience delivering services in a complex, externally regulated environment.

In Return:

We offer exciting work within a diverse, global team. Arm's growth trajectory offers career progression and the chance to make a significant impact on our success.

Accommodations at Arm

At Arm, we support our people to do great things. If you need support or accommodations during the recruitment process, please email us. By providing this information, you consent to its use for arranging appropriate accommodations. All requests are confidential. Examples include breaks between interviews, documents read aloud, or office accessibility. Please contact us for any specific needs during recruitment.