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Job Title: Service Manager
Contract Type: Permanent
Grade: C1
Location: Edinburgh/Alderley
Working style: Hybrid 50% home/office based
Closing date: 4 February 2025
The IT Service Manager's purpose is to continuously improve the quality, efficiency and effectiveness of Royal London Group's IT services to its business areas, to own and be accountable for end-to-end IT services experience to business functions, and to build excellent trust-based relationships between the business and IT at all levels.
About the role
Full-service ownership for all aspects of assigned services, whether provided by IT or external parties. Define and maintain up-to-date data and links between business services and underpinning technologies and configuration items.
Understand business processes and how IT services support these. Be able to articulate how IT issues, improvements and changes will impact business processes.
Build relationships between IT and the business at all levels to establish trust, collaborative working practices, and a positive working culture. Act as a single point of contact and escalation between IT and business areas.
Understand business customer needs and translate these into improvements or initiatives, with agreed and achievable action plans.
Define, baseline, and measure progress against service strategies, improvement plans, and initiatives e.g. through service metrics, financial measures, etc.
Drive the use of standardized principles, practices, methodology, and toolsets & embed ITIL practices across IT and the business.
About you
Essential Criteria
Customer-service and customer-outcome driven Excellent stakeholder management skills: ability to influence, mediate and drive collaboration Understanding of IT and technical terminology and practices, including ITIL Ability to quickly assess and appropriately prioritize competing activities Commercial awareness: focus on and ability to drive cost-efficiency Operational and service improvement experience Service Management Experience Experience of working in a Financial Services environment Demonstrate team collaboration to achieve outstanding results and make a real impact.
Desirable Criteria
Supplier Management experience Project Management/delivery experience Familiarity with reviewing and renewing contracts and understanding Statements of Work from a Service Management perspective Incident and Problem Management Experience
About Royal London We're the UK's largest mutual life, pensions, and investment company, offering protection, long-term savings, and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable, and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme, and private medical insurance. Inclusion, diversity, and belonging We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognized and respected - whatever their background.
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Customer-service and customer-outcome driven Excellent stakeholder management skills: ability to influence, mediate and drive collaboration Understanding of IT and technical terminology and practices, including ITIL Ability to quickly assess and appropriately prioritize competing activities Commercial awareness: focus on and ability to drive cost-efficiency Operational and service improvement experience Service Management Experience Experience of working in a Financial Services environment Demonstrate team collaboration to achieve outstanding results and make a real impact.
Desirable Criteria
Supplier Management experience Project Management/delivery experience Familiarity with reviewing and renewing contracts and understanding Statements of Work from a Service Management perspective Incident and Problem Management Experience
About Royal London We're the UK's largest mutual life, pensions, and investment company, offering protection, long-term savings, and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable, and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme, and private medical insurance. Inclusion, diversity, and belonging We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognized and respected - whatever their background.
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