Senior Services Manager

Lorien; Reigate; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Service Manager with SaaS experience to join their team on a critical project. This role focuses on client engagement and service management, requiring strong interpersonal skills and a proven background in service improvement. You'll collaborate with various stakeholders to enhance service delivery and ensure compliance with industry standards. If you're passionate about driving service excellence and thrive in a hybrid work environment, this opportunity is perfect for you. Join a dynamic team and make a significant impact in the insurance sector.

Qualifications

• Experience in service management for a SaaS provider.
• Strong client-facing skills with a focus on service delivery.

Responsibilities

• Support Service Management processes and improve service delivery.
• Build relationships with clients and internal teams.

Skills

Client Management

Service Improvement Plans

Data Analysis

Stakeholder Engagement

Education

Bachelor's in Business Administration

ITIL V3 or V4 Qualification

Tools

ServiceNow

BMS

Job description

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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 it’s for one of their most critical products, will be seeking someone with a strong level of client facing experience.

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 is being provided to all clients.
• Build relationships with internal and external stakeholders.
• Serve as an escalation point for client issues.
• Work with Incident response teams to ensure 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 covered and documented.
• Help to promote the Service Management function across functions.
• Be a trusted partner for both internal and external stakeholders.and will support Service Management and Delivery Leadership with:
• Program planning and execution through eengagement in defined quarterly planning aligned with functional team leads.
• Definition and execution of future support strategy, Business Continuity Plans (BCP), and regulatory compliance

Experience:

• Experience implementing service improvement plans
• Proven experience working in a service management capacity for a market facing SaaS provider.
• ITIL V3 or V4 qualification, and professional Understanding of ITIL framework
• Proficiency in using service management software and tools (e.g., ServiceNow, BMS, etc.)
• Data driven, with the ability to create improvement programs from gathered data and measure and iterate for success.
• A bachelor’s degree in business administration, Management, Information Technology, or a related field is valuable.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Project Management

• Industries

  Insurance and Financial Services

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