Computer Futures

Service Manager (CF-33999747)

Location: London, England, United Kingdom
Salary: £50000 - £80000 per annum + Benefits
Job Type: Permanent
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Service Manager opportunity to join a well know financial institution working out of their London office on a Hybrid basis.

Service Manager - £50,000 - £80,000 DOE + Fantastic Benefits

The Service Operations Team, are part of the Infrastructure and Operations department within the Business Technology Solutions Division and are responsible for providing best practice and frameworks for providing IT services to the organisation.

Key Responsibilities:

  • Co-ordinating employees and suppliers across the IT Supply Chain for all incidents and problems, monitoring and reporting on performance metrics.
  • Quality assure and hold suppliers accountable for 1st and 2nd line incident and problem management services to employees.
  • Co-ordination of major/high severity internal and external incidents and problems, providing business impact analysis and updates to stakeholders as appropriate.
  • Updating and sharing changes to the incident and problem operations framework, policies, procedures, processes, manuals and end user guidance materials with 3rd parties and employees. Seeking innovative solutions and improvements to ensure the highest quality of incident and problem management services are provided.
  • Providing insight to strategic supplier managers regarding contractual breaches, long term improvement plans and specific action plans to resolve issues with or implement changes to service desk 3rd party service provision.
  • Implementation and Delivery of Proactive Problem Management
  • Management Information production on a periodic basis
  • Attendance at the weekly Service Governance Board to discuss Major Incidents, Root Cause and Preventative Measures

What will you get from the role:

You'll be looking for an opportunity to work in a close knit team of service management specialists who will help you build your career as an IT Service Professional. The wider Service Operations Teams include Business Continuity, Security Operations, Change & Configuration Services and Asset Management, and there will be lots of opportunities to broaden your skills and knowledge working closely with experts.

Skills/Experience Required:

Minimum Criteria:

  • Significant experience managing people and 3rd parties to deliver a service management function including incident and problem management within a corporate environment or for a government/regulatory body (4000+ employees)
  • Significant experience in problem and incident management in a multi-sourced IT supply chain
  • Experienced in operational management of 3rd parties, managing associated risks and issues with delivery, identifying opportunities to work in partnership to improveservices

Essential Criteria:

  • Deep understanding of the processes that are part of the ITIL V3 Service Delivery lifecycle with ITIL V3 certification (Intermediate - Service Operations)
  • Experience of managing 3rd parties to deliver IT Services
  • Ability to develop and maintain excellent relationships with customers and stakeholders, with gravitas and credibility
  • Open and clear communication skills, able to extract business issues from technical information and relay to business stakeholders

Confident at making decisions, often with imperfect information

Desirable Criteria:

  • Experience of a SIAM Operating Model in a multi or out-sourced IT Supply Chain Mode ITIL V3 certification (Service Lifecycle Management)
  • Experience of structured Project Management methodology Experience in Risk Management Methodologies (MoR)


  • Pension- 12% non-contributory
  • 25-30 days holiday depending on seniority + Bank Holidays
  • Bonus - up to 8% per year which is an effective pay rise as you keep the salary the following year.
  • Recognition award
  • Free Eye Tests
  • Gym membership

If this sounds like it could be of interest, apply now.

To find out more about Computer Futures please visit

Computer Futures, a trading division of SThree Partnership LLP is acting as an Employment Agency in relation to this vacancy | Registered office | 1st Floor, 75 King William Street, London, EC4N 7BE, United Kingdom | Partnership Number | OC387148 England and Wales

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