We have an incredible opportunity to join us here at Phoenix Group as a Business Service Manager to join our Service Operations team in Technical Service Operations.
Job Details
Job Type: Permanent
Location: This role could be based in either our Birmingham, Telford, London or Edinburgh offices with time spent working in the office and at home.
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.
Closing Date: 06/06/25
Salary and benefits: £55,100 – £70,000 plus 16% bonus up to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.
About Phoenix Group
We are the UK’s largest long-term savings and retirement business, offering a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation committed to transitioning our portfolio to net zero by 2050.
The Role
The Business Service Manager is responsible for overseeing the delivery and management of IT applications and services that support business operations. This role acts as a bridge between IT and business units, ensuring that IT services and applications align with business needs, deliver value, and support organisational goals. The BSM works closely with business stakeholders, IT teams, and external vendors.
Key Responsibilities
1. Business Relationship Management: Maintain relationships with the business at an operational level, act as a point of escalation for IT operational issues, participate in audit activities, communicate major changes/outages, and ensure support documentation is in place prior to service go-live.
2. IT Service Alignment and Delivery: Ensure IT services meet business objectives, collaborate on designing and managing IT services, and monitor performance against SLAs.
3. Stakeholder Engagement: Act as a trusted advisor providing guidance on IT capabilities and solutions.
4. Risk and Issue Management: Identify and address potential risks, and work with teams to resolve escalated issues.
What We Are Looking For
* Understanding of the ITIL Framework
* Proven experience as a Business Service Manager, with substantial IT Service Management experience
* Ability to translate complex IT concepts into understandable business messaging
* Experience managing complex IT incidents
* Experience acting as the face of IT to stakeholders
Our Commitment
We are committed to an inclusive environment and welcome applicants from all backgrounds. If you believe you can bring value to the role even if your experience differs from the listed requirements, we encourage you to apply. If you need adjustments during the recruitment process, please let us know.
Learn More
* Guide for Candidates
* Talk to us
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