Service Manager

Legal & General; Hove; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company located in Hove is seeking a proactive Service Manager to ensure that IT services delivered by Group CTO meet or exceed SLAs and OLAs. The successful candidate will manage service governance, act as the liaison between business units and Group CTO, and deliver services cost-effectively. Strong skills in service management methodologies, relationship building, and conflict negotiation are essential for this role. The company offers a comprehensive benefits package and emphasizes a welcoming culture.

Benefits

Annual performance-related bonus plan

Generous pension contribution

Life assurance

Healthcare Plan

At least 25 days holiday

Electric car scheme

Discounts on products and services

Flexible working options

Qualifications

• Proven track record of building effective relationships.
• Experienced in Financial Services or regulated industries.
• Exceptional ability to lead change collaboratively.

Responsibilities

• Ensure that IT services meet SLAs and OLAs.
• Manage service governance and improvement.
• Act as a liaison between Group CTO and business units.
• Deliver services cost-effectively.

Skills

Service Management methodologies

Relationship building

Negotiating conflict

Leading change

Problem-solving

Education

ITIL Practitioner / Expert

ISO / IEC20000 certification

SIAM certification

COBIT certification

Job description

Job Description

Are you passionate about delivering exceptional IT services and building strong relationships across business units? We're looking for a proactive and customer-focused Service Manager to join us in Hove! In this pivotal role, you'll be the go-to person for a portfolio of Business Units, ensuring all IT services meet or exceed agreed SLAs and OLAs. You'll collaborate closely with IT Partners and support teams to deliver a seamless, high-quality experience — acting as the primary liaison between Group CTO and the business.

What you'll be doing :

• Ensuring all IT services delivered by Group CTO and its IT Partners meet or exceed agreed service levels and acting immediately when service falls below expectations
• Managing service governance by holding regular service reviews with ITSMs, documenting actions, and initiating Service Improvement Plans where required
• Acting as the primary contact for Group CTO when service does not meet business expectations and serving as an escalation point for incidents or problems requiring priority changes
• Ensuring appropriate SLAs or OLAs are in place for all production environments and effectively communicating and managing issues and opportunities impacting production technology services with appropriate governance
• Maintaining a performance reporting framework to demonstrate the effectiveness of the Service Management function and the cost of Technology Services, identifying areas for improvement, cost optimisation, and service uplifts, and owning components of the Technology Service Management improvement portfolio
• Representing Group CTO service performance and ensuring the business is informed of major initiatives driven by Group CTO while keeping Group CTO aware of major BU transformation activities
• Delivering services cost-effectively and ensuring service costs are transparent and understood by the business

Qualifications – Who we're looking for :

• You'll be well versed in Service Management methodologies, operating at a Senior and Exec level
• A strong track record of building effective relationships to ensure approved agreed delivery plans
• You'll also be highly skilled and experienced at negotiating conflict and problem-solving to achieve win-win outcomes at executive levels
• An exceptional ability to lead change using positive and collaborative methods
• Experience of working in Financial Services or any other regulated industry
• ITIL Practitioner / Expert, ISO / IEC20000, SIAM, COBIT ITSM Management Frameworks

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer :

Benefits we offer :

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years' service. There's also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

At L & G, we believe it's possible to generate positive returns today while helping to build a better future for all. If you join us, you'll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel. We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. It doesn't matter if you don't meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.