Service & Support Manager

This company is an award‐winning financial planning and investment company with a track record of growth and innovation. Their digital investment platform and investment professionals help people make the most of their money, through financial planning, investment management and private financial advisory services (from ethical and sustainable investing through to pensions and real‐estate). Their strategy is to put the power of good advice into more hands. To deliver on this promise they are building a new wealth management service for next generation clients; to help them plan and manage their financial future. This service will combine the best of great digital product design and wealth management expertise. As part of their investment in the future they are building a digital factory.

Key responsibilities

• Manage the process of logging, tracking, and closing incidents
• Manage a team of support analysts to resolve complex technical issues
• Contract management for assigned suppliers
• Be an escalation point from the Service Desk and Service Desk Manager regarding incidents
• Undertake service monitoring and reporting
• Manage the customer through relationships with the customer ’s IT manager, and other formed relationships
• Undertake Service Management of key suppliers including contract oversight and renewals
• Define requirements for and oversee the transition of services into
• Have responsibility for, and oversight of, tasks performed by the IT Service Analyst ·
• Supporting audit and compliance requests as required
• Liaising with Client Contact Team/Investment Operations to ensure tickets are progressing within the technical teams

Reporting & Senior Level Liaison

• Ensure that any service breach is suitably recorded and described before it is closed
• Attend Project Support Meetings making sure that the Operational Readiness documentation is completed, working alongside Infrastructure and Service Management
• Attend Service Review meetings with vendors representing the Support teams
• Be a point of escalation for Team Leaders and Support Analysts
• Produce metrics for service performance and customer satisfaction both on a regular and an ad hoc basis

Incident Management

• Provide support for Incident Management process and be accountable for its effectiveness
• Coordinate activities across multiple support groups to ensure efficient and holistic approach to incident resolution
• Analyse incidents to identify service restoration actions to be taken
• Assist others with identifying the impact of incidents · Keeping affected business partners informed about progress during incidents

Problem Management

• Co‐ordinate and promote the effective functioning of problem management activities across the Service Desk, Desktop and Application Support
• Ensure resources are assigned to work on Major Incident working alongside the Service Management team
• Examine potential areas for service improvement and raise proposals with senior management, via the raising of Change Requests.

Change Management

• Act as process owner for the IT Change management process, overseeing its execution day to day by the IT Service Analyst
• Act as SME for the IT Change Management process and be responsible for ensuring audit compliance activities and continuous service improvement and stakeholder engagement

Hardware Asset Management (HAM) and Software Asset Management (SAM)

• Design and Implement Hardware and Software Asset Management Processes that meet the companies changing strategy around EUC and Cloud first approach to services
• Act as process owner for the HAM and SAM processes, overseeing its execution day to day by an IT Service Analyst, and implement a governance framework for ensuring process compliance
• Act as SME for the HAM and SAM processes, being responsible for ensuring audit compliance activities and continuous service improvement and stakeholder engagement

Training & Development

• Provide guidance on Incident, Change, HAM, SAM and Problem Management to all support staff and assist in their training and knowledge development
• Review and improve the accuracy and content of the Service Management System knowledge base
• Conduct Appraisals for direct reports and ensure they are completed for all Support analysts