Junior Service Manager

Sopra Steria is a company focused on delivering high-quality IT services, and they are seeking a Junior Service Manager to support the delivery of small-scale services. The role involves managing service performance, supporting service design and transition, and building relationships with clients and stakeholders.

Responsibilities

• Understands Sopra Steria business directions and supports strategic revenue growth targets and achievement of operating margins by successfully managing services and leveraging Sopra Steria offerings, leading to business growth with improved client satisfaction and value for money
• Understands client’s business needs for change, innovation and transformation, how value is perceived by the client, and client challenges; promoting how Sopra Steria can address those challenges with innovation and creativity
• Supports business development activity, through contributing to the service shaping and business case creation; including cost, commercial and contractual viability and identification of risk levels
• Communicates (written and spoken) with business stakeholders, perceived as a business enabler
• Assures new/transitioning services, and projects/changes to services, are fit for purpose, set-up for successful service delivery with minimal impact to existing services, with formal acceptance into service
• Supports production and maintenance of detailed service definition, including scope and deliverables for agreement with ‘client’ (may be internal or external)
• Ensures that appropriate service delivery performance indicators are implemented in order to monitor and measure the service delivery against contract/SLA and expectations, and to demonstrate Sopra Steria’s achievements to the client, optimising use of tools for efficiency and cost effectiveness
• Establishes service budget with full understanding of the cost base, gains acceptance of cost, revenue and margin targets and manages to these agreed parameters, proactively identifying and driving any opportunities for cost-efficiency. Produces accurate forecasts of future performance and reports on variance against forecasts
• Is fully aware of client contract and ensures that all services are delivered in accordance with agreed scope to meet the client’s contractual and Sopra Steria’s requirements in delivering to acceptance criteria, timescales, financial measures, quality measures, standards, service levels and contractual arrangements including change controls, taking corrective actions when necessary
• Ensures that the Sopra Steria teams and personnel are managed effectively, deliver to the required quality and are perceived by the client as offering added value by adopting a proactive and innovative approach to continuous service improvement
• Drives continual proactive improvement and innovation for service delivery, focusing on improving productivity, performance and client satisfaction, reducing cost to deliver and risk, through leveraging new digital technology and automation
• Undertakes effective client engagement and stakeholder management during service, establishing strong working relationships, and reports and escalates in a timely manner to both the client and Sopra Steria, initiating corrective action where required
• Ensures effective supplier engagement and management, aligned to client and supplier contracts, and escalates in a timely manner to client and Sopra Steria, initiating corrective action, where required

Skills

• Experience of managing delivery to SLAs and Key Performance Indicators
• IT services background
• Professional SM qualification such as ITIL
• Understands Sopra Steria offerings and business drivers
• Self-driven, passionate about making a difference
• Takes accountability and ownership for delivering good service
• Experience working in an IT service delivery or service management environment
• An understanding of service levels, performance management and reporting
• Knowledge of ITIL or equivalent service management frameworks
• An organised and proactive approach with a clear sense of ownership
• Confidence working with a range of stakeholders across different teams
• Exposure to contract or commercial management
• An understanding of different service delivery models
• Membership of a professional IT body

Benefits

• 25 days annual leave with the choice to buy additional days
• Health cash plan
• Life assurance
• Pension
• We are given time for professional development activities
• We coach and mentor our colleagues, sharing knowledge and learning from each other

Company Overview