Head of Service Management

Job Type: Executive

Location: Isle of Man

Mission & Purpose
As Head of Service Management you will be responsible for leading multi-disciplinary professionals in all operational aspects of service management to ensure our service model is delivered effectively. 
This is a strategic role which will be instrumental to the success of our business through defining and owning the service management framework, SLA’s and KPI’s for effective delivery of our services.
You will monitor overall service performance and quality, ensuring that customer commitments and requirements are achieved with a focus on continuous improvement. 
The purpose of the role is to understand our customers, maintain strong customer relationships, innovate our services, optimise processes, monitor and improve business performance. 

Key Responsibilities and deliverables
• Develop and document service strategy and operational plans in line with company strategic goals
• Centralising service delivery, customer reporting and management information in order to see the ‘big picture’ of the whole end to end delivery of our service
• Measure and evaluate progress against service delivery goals and contractual obligations
• Lead the process for reviewing and updating service management policies and procedures in line with legislative requirements
• Building and managing relationships with customers and overseeing the provision of services to our clients
• Operational transformation and change delivery
• Continually assessing the quality of products and services, ensuring excellent service standards and helping teams to work more effectively
• Reporting against budgets
• Managing projects and prioritising against customer
• Resource planning
• Build and cultivate a high-performing team

What you need to succeed:
• Experience in the development of service strategy, annual plans and service delivery reporting
• Demonstrated ability to analyse and evaluate management information against customer requirement, business plans and organisational strategies
• Outstanding interpersonal, communication, negotiation and liaison skills and an ability to achieve success through influence
• Analytical background and project management skills
• Relationship-driven, flexible and adaptable to working with different stakeholders across the business and customers in order to build trust and offer solutions
• Ability to apply significant commercial acumen and a broad array of business skills
• Demonstrated experience in problem solving, project management, change management and creative resourcefulness
• Proven track record in Leadership

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