Service and Controls Manager - London, United Kingdom - Lorien

Lorien
Lorien
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Services and Controls Manager - Hybrid Working


The Service and Controls Manager is part of the Technology Service Management function and leads the definition and improvement of the Clients ITSM capability.

This role enables our Digital Transformation (DT) Portfolios as well as BAU service delivery teamsby driving and owning appropriate ITSM Controls and Governance to assure secure, stable, and performing technology services.


The role leverages existing enterprise service management process and controls capability, owning their localised implementation to support the clients DT strategy.

As well, the role leads on the necessary improvements to address gaps and recommendationsacross the wider DT Cyber and IT controls frameworks


Key Responsibilities

General

  • Own ITSM Controls and Governance enabling secure, stable, and performing technology services.
  • Implement and improve ITSM capability, reporting, controls, service integration and process support
  • Provide appropriate service reporting on a regular basis to achieve targets, continuously improve and deliver excellent customer service
  • Share best practice and coach on ITSM
  • Develop quality, execready management information, presentations, proposals, and reports
  • Drive the ITSM Strategy for the client working in coordination with Enterprise SMO and Corporate Tech support teams
  • Drive the necessary improvements to address gaps and recommendations relating to ITSM across the wider DT Cyber and IT controls frameworks
  • Build and maintain relationships with colleagues across Digital Transformation and other client functions and run education sessions ('Lunch & Learns') to champion service excellence and our ITSM strategy and governance

Compliance & Strategic Alignment

  • Ensure appropriate technology controls are implemented and regularly tested in line with the client GRS and GDS practices
  • Align to Company and GRS technology delivery functions to ensure the service management team operates in compliance with all relevant standards, processes, and procedures
  • Demonstrate behaviours as set out in the Conduct Risk Policy in alignment with company commitment to placing customers at the centre of our business and behaving with integrity

Service Management

  • Support Service Delivery Team leads and Managers with robust ITSM practices and process support.
  • Oversee and evolve Major and High Priority Incident Management
  • Drive adoption of Problem Management and Continual Improvement
  • Engage with business leaders to ensure Services are understood and appropriate, evolving our service catalogue and service level agreement framework
  • Ensure appropriate service level reporting and dashboards as required
  • Chair the service review process with customers and key stakeholders within the company
  • Grow the Supplier Management practices, ensuring formal inventory of vendor contracts and active management of all contracts with a strong commercial mindset
  • Manage timely data collection and production of service management metrics to achieve targets, eliminate/minimise errors, and deliver excellent customer service.

Service Operations Support

  • Act as an escalation point for major incident and problem management; Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders
  • Ensure appropriate risk and impact assessments are embedded and performed in Change Management and CAB processes
  • Own and evolve the service introduction and transition practices across all DT Portfolios
  • Collaborate with the Desktop Support, Cloud, and Infrastructure Engineering Managers to ensure team priorities are aligned with the ITSM strategy

Information Security Management

  • Devise measures to protect company data from both internal and external threats
  • Take part in daytoday monitoring for activities, implement defensive protocols, and report incidents in line with security best practices
  • Contribute to security guidelines, procedures, standards, and controls documentation

Continuous Improvement, Governance & Delivery

  • Own ITSM capability and service improvement roadmaps, enhancing service management processes, governance, tools, reporting and compliance
  • Act as Product Owner for ITSM Processes and Tooling maintain a backlog of all related initiatives aligned to Agile Portfolio Office
  • Actively manage risks and issues in the ITSM area, developing mitigation plans/actions and remediation planning sessions, logging and escalating where appropriate.
  • Review practices to ensure consistency with policies, compliance regulations and control requirements, providing direction and changes as needed and ensuring alignment with business objectives and industry trends
  • Champion, coach and promote the sharing of best practice on ITSM
  • Develop and maintain Service management operational policies, standards, procedures, and guidelines where applicable

Skills and Experience

  • Bachelor's or Master's degree in technical or business discipline or equivalent experience
  • Experienced Service Management professional with at least 10 years of relevant experience, ideally in a dynamic, demanding and highly regulated financial services environment.
  • Strong leadership ability and team spirit with exceptional skills in motivating, coaching and supporting team members to deliver success outcomes
  • Exposure to financial and vendor management
  • Strong organisational skills with an ability to balance and prioritise multiple initiatives at once, and to work under pressure when necessary


Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

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