Service Manager

We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) is one of our service offerings; we act as an extension of our clients' recruitment team and provide professional interim and temporary resources.

We are currently working with our client, Royal London. On behalf of this organisation, AMS are looking for a Service Manager for an initial 6 month contract based in Edinburgh with remote work available (Hybrid)

Royal London is a financial services company with a difference. As the UK's largest mutual life, pensions and investment company, we're owned by our members and work for their benefit, not for shareholder profits. We've grown rapidly and have been recognised as one of the UK's top rated places to work.

Today, Royal London has over £114 billion of funds under management, and around 3,500 employees working in six offices across the UK and Ireland. We've worked hard to become experts in our specialist markets, building a trusted brand - and our teams have plenty of awards to show for it. Whatever team you're interested in joining and whatever role you play, we'll help you to make a difference.

Purpose of the Role:

To own and be responsible for all aspects of Service management for a new Pension platform within Royal London, own the relationship with the business at all levels whilst seeking to continuously improve the service of the new platform.

Responsibilities of the role:

As the Service Manager, you will be responsible for:

• Service reporting, service management, business engagement, adherence to service controls, continuous service improvement and be able to manage major incidents.
• Responsible for the transitioning of service management to the BAU function in line with the agreed warranty period.
• Engagement - act as the conduit between the Business, GTC and external parties.
• Act as a point of escalation for assigned Business Areas.
• Ensure adherence to the wider Royal London IT operational controls.
• Ensure incidents and problems are being effectively managed across the platform.
• Drive continuous service improvement.
• Service Ownership - Ownership and responsibility for all aspects of assigned services whether provided by GTC or external parties including understanding complex integrated technical components to a sufficient level so able to act as the interface between technical components supplied by GTC or external parties and the business that consumes the service.
• Service Strategy - Defining service strategies to ensure that services meet agreed requirements at an acceptable cost to the business, encouraging the use of standardised principles, practices, methodology and toolsets & embedding ITIL practices across all partners.
• Service management - Ensuring that all Small Change, Service Requests, Fix on Fail and BAU effort are prioritised appropriately.
• Service acceptance - Play an active role in the design of a new service.

What we require from the candidate:

• Excellent Service Management knowledge and skills.
• Ability to translate business objectives into technical requirements and vice versa to a wide ranging audience.
• Ability to prioritise between change, request and fault type activity.
• Basic Project delivery experience.
• Broad understanding in reviewing commercial contracts and statements of works.
• Excellent understanding of the operation of financial businesses.
• Operational and service improvement experience.
• Practical application of ITIL principles in a business environment.
• Experience of Service Management in complex operating models spanning business, several internal IT teams and several outsourced suppliers in one Service Line.
• Commercial Awareness.

Next steps

This client will only accept workers operating via an Umbrella/PAYE engagement model.

If you are interested in applying for this position and meet the criteria outlined above, please click the link to apply and speak to one of our sourcing specialists now.

AMS, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business