Senior Manager: Service Management

**JOB PURPOSE**

Responsible for establishing and maintaining service management processes, frameworks, and standards, with a focus on enhancing service quality, reliability, and user satisfaction. Align technology solutions with business goals, by managing a team to ensure the efficient and effective provision of IT services, support, and solutions. Collaborate with various stakeholders, including IT teams, business units, and external vendors, to identify opportunities for service improvement and innovation. Must stay abreast of emerging technologies and industry best practices to continuously enhance the organisation's technology service delivery, fostering a culture of excellence and adaptability within the IT service management framework.

**RESPONSIBILITIES**

**Service Delivery Oversight**
- Responsible to ensure the seamless execution and quality of technology services within an organisation
- Supervise and optimise service delivery processes, monitoring adherence to service level agreements, and proactively identify opportunities for improvement
- Uphold high standards of service excellence, contribute to the reliability and efficiency of technology services, fostering client satisfaction and maintain alignment with organisational goals

**Strategic Planning**
- Shape the future trajectory of technology initiatives within an organisation to drive competitive advantage
- Develop and implement comprehensive technology strategies aligned with the overall business objectives
- Analyse market trends, evaluate emerging technologies, and align technological investments with the organisation's long-term goals

**Team Leadership**
- Cultivate a high-performing and cohesive team for service delivery
- Inspire, guide, and mentor team members, fostering a positive and collaborative work environment
- Ensure a high standard of the team's overall productivity, effective collaboration, and the successful delivery of technology services
- Equip the team with the necessary skills and resources to excel in their roles

**IT Service Design and Transition**
- Orchestrate seamless transitions and ensure the effective design of IT services
- Responsible to lead the planning, design, and implementation of new or enhanced IT services, guaranteeing that they align with business objectives and meet quality standards
- Responsible for effective service transitions, mínimal disruptions, and the successful deployment of innovative solutions
- Manage the entire lifecycle of IT services, from conceptualization to operationalization, by a demonstration in adapting to evolving technological landscapes while maintaining service reliability

**Service Level Management**
- Responsible to establish, monitor, and continuously improve service level agreements (SLAs) to meet the evolving needs of the organisation
- Uphold and exceed service standards, leading to heightened client satisfaction and efficient service delivery
- Negotiate and manage expectations, fostering transparent communication between the technology team and stakeholders

**Incident and Problem Management**
- Play an essential role in swiftly addressing and resolving disruptions to IT services Responsible to lead efficient responses to incidents, minimizing downtime and mitigating the impact on users and proactive identify and resolve the underlying problems to prevent recurring issues
- Responsible for continuous improvement, learning from incidents, and implementing preventive measures

**Vendor Management**
- Play a strategic role in overseeing relationships with external technology vendors
- Responsible to ensure that vendor partnerships align with organisational goals, deliver value, and meet performance expectations
- Responsible to optimize costs, negotiate favourable contracts, and mitigate risks associated with external partnerships

**Budget Management**
- Responsible to develop, monitor, and manage budgets effectively, ensuring financial allocations align with strategic objectives and operational needs
- Control costs, allocate resources efficiently, and deliver value for investment

**Continuous Improvement**
- Responsible to refining and optimizing service delivery processes
- Proactively identify areas for enhancement, streamlining workflows, and fostering a culture of innovation within the technology service domain
- Implement strategic changes that enhance efficiency, customer satisfaction, and overall service quality
- Promote a mindset of ongoing learning and adaptation, ensure that the technology service team remains agile and responsive to evolving needs and challenges

**Risk Management**
- Identify, assess, and mitigate potential risks that could impact service delivery
- Responsible to develop and implement robust risk management strategies, ensuring the resilience and continuity of technology services
- Be able to anticipate and address emerging threats, whether related to cybersecurity, operational disruptions, or other challenges
- Implement a