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Service Operations Specialist, Manchester
Client:
Location: Manchester, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views:
5
Posted:
12.05.2025
Expiry Date:
26.06.2025
Job Description:
Service Operations Systems and Process Lead
Location: Manchester
Work arrangement: Hybrid (2 days per week on-site)
Harvey Nash is proud to partner with a FinTech organization based in Manchester that is undergoing a large-scale transformation and has ambitious growth plans this year.
We are seeking an experienced Service Operations Systems and Process Lead to join us on a permanent basis. The role offers hybrid working, requiring presence in Manchester two days a week.
Role Summary:
The Service Operations Systems and Process Lead supports multiple operational teams by managing the use and development of ServiceNow and other business systems. Responsibilities include system administration, process optimization, performance reporting, and continuous improvement across service desk, invoice reconciliation, and customer onboarding teams.
Key Responsibilities:
* Administer ServiceNow: manage daily operations, troubleshoot issues, support automation, and coordinate with third-party developers.
* Process Documentation & Management: maintain a process library, create and update documentation, and support teams in adopting best practices.
* Performance Reporting: support KPI tracking and performance analysis for operational teams.
* Continuous Improvement: lead initiatives to enhance service delivery and internal processes.
* Stakeholder Engagement: collaborate with internal and external partners to implement improvements.
* Customer Experience: ensure high service standards and enhance self-service capabilities.
Requirements:
* Extensive experience with ServiceNow and operational systems within SaaS or fintech sectors.
* Knowledge of service operations, financial planning, and data-driven decision-making.
* Skills in process design, stakeholder communication, and performance optimization.
* Proactive, collaborative, adaptable, and customer-focused attitude.
If you are interested, please apply online. Successful applicants will be contacted by our team.
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