Service Management Specialist

Benefact Group plc; Cranham Gate; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

A leading company seeks a Service Management Specialist responsible for representing IT services and improving customer satisfaction. Join a collaborative environment recognized among the UK's top employers, with generous benefits including a competitive salary, hybrid working options, and strong support for professional development.

Benefits

Generous annual bonus scheme

25 days annual leave plus bank holidays

Access to virtual GP

Enhanced maternity and paternity pay

Full study support for professional qualifications

Qualifications

• Qualified in one or more relevant ITIL core processes.
• Strong commitment to delivering improved standards.

Responsibilities

• Maintain day-to-day responsibility for Service Management issues.
• Ensure appropriate OLAs/SLAs are in place and analyze performance.
• Champion IT service culture and implement service improvements.

Skills

Customer service focus

Communication

Service improvement

Education

ITIL certification

Job description

Working hours: 35 hours per week, Monday to Friday

Duration: Permanent

Location:Gloucester

Job Ref:204040

About the role

Benefact Group are looking for a Service Management Specialist to join our Gloucester office.

You’ll represent IT provided services to the business and be responsible for Service Management functions, ensuring that they meet business needs and IT requirements. You’ll strive to deliver an exceptional overall IT Service experience.

Why join us?

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's top 50 Best Large Companies to Work For in 2024, we offer fantastic career and development opportunities within a rapidly growing, innovative Group—where all profits go to charity and good causes.

What you'll be doing

• Enable and champion an IT service culture, promoting service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
• Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services.
• Ensure appropriate OLAs/SLAs are in place to support any new services. Analyse and review actual service performance against SLAs and OLAs, providing regular reports on service performance and achievements.
• Enhance service value through quality of service and technical delivery.
• Manage suppliers to meet key performance indicators and agreed targets.

What you'll need to have

• Qualified in one or more relevant ITIL core processes, or expectation to achieve within an agreed timeframe.
• A clear appreciation of the need for exceptional standards of customer experience and evidence of a strong commitment to delivering improved standards.
• Ability to communicate effectively, both verbally and in writing, with technical staff, operational business staff, and with external suppliers and customers.
• The ability to build co-operative and productive customer relationships.
• A clear understanding of incident and change processes.

What makes you stand out

• Understanding the needs of the internal or external customer.
• Ability to work on multiple workstreams and prioritise time across these.

What we offer

• A competitive salary - let's discuss it
  
• Hybrid working
  
• Group Personal Pension - up to 12% employer contribution
  
• Generous annual bonus scheme between 6% and24%
  
• 25days annual leave plus bank holidays, and a holiday buy and sell scheme
  
• An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
  
• £200 annual personal grant to a charity of your choice
  
• Encouraged to take at least one volunteering day per year
  
• Employee Assistance Programme
  
• Full study support to gain professional qualifications
• Access to virtual GP
• Enhanced maternity and paternity pay

Hear from the hiring manager

“This is a great opportunity to join us at an exciting time in Group Technology Operations. You would have a particular focus on service experience for our customers, supporting and influencing our journey. You’ll be a key member of the team, part of our first line of experience and last line of defence.”

About us

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.

*Directory of Social Change’s UK Guides to Company Giving 2017-26