Job Description
Senior Service Manager- Insurance
We are recruiting for a Senior Service Manager with SaaS experience to join one of our Insurance clients on a 12 month contract.
This role will be 80% client focused and it’s for one of their most critical products, will be seeking someone with a strong level of client facing experience.
Inside IR35
Hybrid- 2 days a week in Reigate
Responsibilities:
* Support the Service Management lead in designing, documenting, maintaining, and improving Service Management processes.
* Work with internal teams to ensure end to end service delivery is being provided to all clients.
* Build relationships with internal and external stakeholders.
* Serve as an escalation point for client issues.
* Work with Incident response teams to ensure service resolution.
* Liaise and communicate with clients during major incidents.
* Maintain, improve, and promote the Service Catalogue
* Work on projects to ensure Service management processes are covered and documented.
* Help to promote the Service Management function across functions.
* Be a trusted partner for both internal and external stakeholders.and will support Service Management and Delivery Leadership with:
* Program planning and execution through eengagement in defined quarterly planning aligned with functional team leads.
* Definition and execution of future support strategy, Business Continuity Plans (BCP), and regulatory compliance
Experience:
* Experience implementing service improvement plans
* Proven experience working in a service management capacity for a market facing SaaS provider.
* ITIL V3 or V4 qualification, and professional Understanding of ITIL framework
* Proficiency in using service management software and tools (e.g., ServiceNow, BMS, etc.)
* Data driven, with the ability to create improvement programs from gathered data and measure and iterate for success.
* A bachelor’s degree in business administration, Management, Information Technology, or a related field is valuable.
* Insurance/ Financial sector experience