Senior Services Manager

JR United Kingdom; Reigate; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Service Manager with SaaS experience to join their team on a 12-month contract. This role is primarily client-focused, requiring strong client-facing skills and the ability to implement service improvement plans. The successful candidate will collaborate with internal teams and stakeholders to enhance service delivery and maintain a robust Service Catalogue. If you are driven by data and have a solid understanding of ITIL frameworks, this is an exciting opportunity to make a significant impact in a hybrid work environment.

Qualifications

• Experience in service management for a market-facing SaaS provider.
• ITIL V3 or V4 qualification and understanding of the ITIL framework.

Responsibilities

• Support Service Management lead in improving processes.
• Build relationships with stakeholders and clients.
• Collaborate with teams for timely service resolution.

Skills

Client Management

Service Improvement Plans

Data Analysis

Stakeholder Engagement

Education

Bachelor's Degree in Business Administration

Bachelor's Degree in Management

Bachelor's Degree in Information Technology

Tools

ServiceNow

BMS

Job description

The provided job description is fairly comprehensive but could benefit from improved formatting and minor content adjustments for clarity and professionalism.

Here is a refined version with better structure and formatting:

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We are recruiting for a Senior Service Manager with SaaS experience to join one of our Insurance clients on a 12-month contract.

This role will be 80% client-focused and is for one of their most critical products. We are seeking someone with a strong level of client-facing experience.

Additional Details:

• Inside IR35
• Hybrid - 2 days a week in Reigate

Responsibilities:

• Support the Service Management lead in designing, documenting, maintaining, and improving Service Management processes.
• Work with internal teams to ensure end-to-end service delivery to all clients.
• Build relationships with internal and external stakeholders.
• Serve as an escalation point for client issues.
• Collaborate with Incident response teams to ensure timely service resolution.
• Liaise and communicate with clients during major incidents.
• Maintain, improve, and promote the Service Catalogue.
• Work on projects to ensure Service Management processes are documented and covered.
• Promote the Service Management function across different teams.
• Support Service Management and Delivery Leadership with program planning, execution, and future support strategies, including Business Continuity Plans (BCP) and regulatory compliance.

Experience:

• Experience implementing service improvement plans.
• Proven experience in a service management role for a market-facing SaaS provider.
• ITIL V3 or V4 qualification and a solid understanding of the ITIL framework.
• Proficiency with service management software and tools (e.g., ServiceNow, BMS).
• Data-driven mindset with the ability to develop improvement programs based on data, measure success, and iterate.
• A bachelor’s degree in Business Administration, Management, Information Technology, or a related field is valuable.