Job Description

Company Description

The Service Protection Manager is responsible for overseeing IT Release Management, Major Incident Management, Change Management (CAB), Service Transition Management, and Problem Management. This role ensures the effective governance of these service management processes to protect live service and improve performance.


The Service Governance Manager will play a critical role in the governance of service management processes, promoting engagement to protect live service with a focus on proactive measures to improve our performance. Seeking opportunities to utilise best practice and innovation to improve service quality while minimising business impact and risk.

Key Responsibilities

Managing Daily Operations: Overseeing the day-to-day activities related to IT Release Management, Major Incident Management, Change Management (CAB), Service Transition Management, and Problem Management. This includes rota management, escalations, and performance management. Governance of Service Management Processes: Ensuring the effective management of Major Incident, Change (CAB), Problem, Transition, and Service Transition processes. Continually driving improvements in process and service performance. Setting Policies and Procedures: Implementing policies and procedures to maintain high standards of service, including the standardisation and centralisation of knowledge. Training and Mentoring: Training, mentoring, and evaluating the performance of the team, including maintaining a capability matrix and individual development plans. Colleague Experience: Ensuring colleague experience and satisfaction are central to our objectives and development plans, providing timely and efficient service delivery. Performance Management: Managing team and individual performance, setting and measuring objectives, and reporting on process performance to key stakeholders. Third-Party Management: Managing third-party performance, measuring KPI and KRI performance in line with contractual commitments, and reporting on performance to key stakeholders. Incident Management: Managing escalated IT issues or complaints and resolving them promptly, ensuring efficient prioritisation and allocation of work tasks. Maintaining stakeholder communications through to issue resolution. Ensuring effective and rapid response to Major Incidents.

Qualifications

Key Skills and Experience

ITIL Practices: A deep understanding of ITIL practices, with experience in managing practices and/or teams. Technical Knowledge: Familiarity with IT infrastructure, software applications, cloud computing, and cybersecurity. Regulated Environment: Experience of working within a Financial Services regulated environment is desirable. Project Management: Experience in project management and/or delivering improvement initiatives. Problem Solving: Strong problem-solving skills to address and resolve technical issues, including the management of major incidents and facilitation of technical and business stakeholder communication bridges. Data Analysis: Proficiency in analysing and presenting data to drive performance improvements and make informed decisions. User Experience: Experience in driving user experience improvements and a history of measuring and improving colleague satisfaction.

Professional Qualifications and Education

* ITIL Foundation v4, with further ITIL qualifications desirable.