OVERALL SUMMARY
The Service Management Team forms part of the wider Operations Oversight and Delivery Management Team. As the Service Management Executive, you will be reporting directly into the Service Management Manager. The Service Management Team exists to ensure seamless delivery, stability and continual improvement of our operation business services. We provide end-to-end oversight of operational processes, manage service performance, and drive efficiency through standardised practices.
As Executive, you will be responsible for supporting the service framework and deliverables.
RESPONSIBILITIES
* Supporting line manager with Management Information and Reporting regarding the Service Management Team
* Supporting line manager with maintenance of Service Management Team artefacts: Process Matrix; Standard Operating Processes (SOPs) and Procedures
* Support internal enquiries, research and provide resolution or escalate issues if needed
* Close monitoring, analysing, and reporting of Service Delivery (SLAs/KPIs)
* Proactively communicate with the Operations/SEI on matters that affect the delivery of Services
* Maintain Operational Service Catalogue
* Maintain and enrich Intranet pages
* Support critical Service and Exceptions reporting / input to Gov & Risk Committees
* Drive the delivery of continuous improvements through Operational Excellence by identification of opportunities for process and service improvements
* Champion and sustain a culture of operational excellence and process optimisation across Operations teams
* Identify, analyse, and prioritise opportunities for process improvement using Lean methodology and tools
* Schedule and co-ordinate Service meetings, prepare and circulate agendas, capture and track agreements and actions, support next steps planning and follow up
* Prepare and issue internal comms, ensuring clarity and consistency
WE WOULD LOVE TO HEAR FROM YOU IF:
* Attention to Detail - Ability to thoroughly and accurately complete tasks, resulting in high-quality outcomes
* Process Understanding - Ability to understand process steps, systems and workflows to support business understanding
* Accountability - Exhibits strong accountability by taking ownership of tasks and responsibilities
* Effective Communication - Ability to communicate, clearly, concisely and collaboratively
* Culture - Can create an appropriate culture of client service within the team
* Priorisation - Ability to identify and focus on the most important tasks, ensuring that resources and time are allocated effectively to achieve key objectives
* Ops Risk Management - Identifying potential risks to service delivery
* Relationship Management - Builds credibility and strong relationships with key internal/external stakeholders
* Change Management - Managing changes in service delivery processes and ensuring smooth transitions with minimal disruption
* Emotional Intelligence - Understanding, considering and managing your self-awareness and empathy
* Client focused - A commitment to understanding our client’s needs
* Strategic thinking - Developing and executing strategies to improve service delivery and align with organisational goals
* Strong Decision Making - Make informed decisions under pressure, balancing the needs of the clients, stakeholders, organisation
* Problem Solving - Quickly and effectively solving problems that arise in service delivery.
* Data Analysis - Ability to analyse Mi (e.g. SLA/KPI) to identify Trends, issues, and areas for improvement
* Presentation Skills - Clearly communicating ideas, strategies and performance updates.
* Technical Acumen - Understanding of Technology Stack and services offered
* Process Improvements - Actively engages and drives with change initiatives (and sees the benefits of change)
At TrinityBridge we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role.
To avoid any ambiguity around fees, please note that speculative CVs received by TrinityBridge, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.
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