Head of Service Management


Premium Job From SSP

Recruiter

SSP

Listed on

8th October 2018

Location

Solihull

Salary/Rate

(DOE) + Car Allowance + Extensive Benefits Package

Salary Notes

(DOE) + Car Allowance + Extensive Benefits Package

Type

Permanent

Start Date

ASAP

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Head of Service Management 

Solihull 

Salary: (DOE) + Car Allowance + Extensive Benefits Package 

SSP Limited have an exciting opportunity for a Head of Service Management who wants to be part of an exciting journey into a Software-as-a-Service model across our customer base globally. 

This is a great time to join us where you will be leading all customer service and experience teams globally, provide leadership and co-ordination of all Service Management activities globally, across the company’s hosted/SaaS customer platforms. 

The Head of Service Management will oversee a team of 120 who are globally based across the UK, Africa, India and Australia with c1000 customers who have our SaaS services. With AWS Cloud and DevOps forming part of our journey and the production estate having c5000 virtual servers, you will have a proven track record in managing a multi-site, multi-customer, multi-cultural, multi-product management function. 

You will have ITIL Expert level experience with full end-to-end Service Management experience as this role will entail best practice internally and externally on a global scale. 

Specifically, you will: 

- Deliver all contracted services across the company’s SaaS platforms, globally, to contracted SLAs as a minimum 

- Design, implement and support all service management related tools, including monitoring systems, CMDB, service and support tools, workflow systems and incident/problem/change/request systems 

- Deliver contracted service reports, both standard and ad-hoc, externally and internally, to agreed SLAs 

- Set an annual strategy for releases into production / DR / Pre-prod / Training environments and execute against the strategy 

- Approve, directly, or through established processes and governance all software and infrastructure changes to the environments listed above 

- Lead and establish a Change Approval Board to execute the granting of approval for all production changes (c 15,000 per annum) 

- Establish and lead 1st and 2nd line customer service teams serving all the company’s customers globally 

- Lead all incident, major incident and crisis management activities, globally, relating to the company’s hosted / SaaS customer platforms 

- Lead and co-ordinate all problem management and bug fixing activities across all software products, setting the appropriate annual budget, workflow and priorities 

- Lead and co-ordinate the receipt, assessment, estimating, delivery, tracking, reporting and invoicing for all customer-requested small change requests globally 

- P&L responsibility for Customer Services - budget setting and spend management 

- Champion the customer globally, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement 

- Champion the service management department. This entails assessing and managing the teams to continually improve processes and outcomes 

- As problem areas for customer service are identified you must agree priorities and engage the customer services team to address these areas and make the planned changes quickly and effectively 

- Manage the budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. 

- Work with the COO and rest of the Operations management team to drive continual improvement in people, technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience. 

- Lead, motivate, communicate with, develop, and performance manage employees to ensure they are fully motivated to achieve best performance to meet the company’s needs. 

- Ensure continual up-skilling in customer services through evaluation, development and training of employees 

- Manage the service management teams to deliver what customers need and to continually improve the team’s efficiency and effectiveness. In addition, ensure that you build a positive team culture with strong positive engagement 

You will be rewarded with: 

Flexible work life balance, global transformation programmes and projects, 25 days’ holiday + public holidays, pension scheme, life assurance, free parking onsite, shower facilities, childcare schemes, theme park and cinema discounts, healthcare cashback plans and much more. 

Want to be part of the journey yet? SSP believes the most valuable asset for any business is the people it employs and we are an engaging workforce globally via Yammer, sharing ideas with the senior management team, and using Skype so we can communicate with ease. 

Great transport links from Birmingham Business Park; close to the M42, A45 and M6. We offer a shuttle coach for SSP Employees from Birmingham Intl. Train Station. 

We have a strong, clear vision - to be the leading provider of insurance technology software - and our values describe what makes SSP unique, and capture the SSP spirit that runs through everything we do. 

Respect - Ownership - Collaboration - Innovation - Energy 

To apply for the role of Head of Service Management, please apply via the button shown. 

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency. 

Additional Keywords: Head of Service Management, Senior Service Manager, Head of Service Delivery, Senior IT Service Manager, Head of IT Services, Head of Technical Services, IT. 

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