Service Management Lead
Role details
Job location
Tech stack
Job description
The Service Management Lead is responsible for ensuring the effective delivery and continuous improvement of IT services that support business operations and customer success. This role oversees two key teams - Service Operations, providing 24x7 service desk and infrastructure monitoring; and Service Excellence, responsible for service governance, reporting, and process improvement across ITSM domains., Whilst we expect all our employees to do what needs to be done to demonstrate their support of Bravura Solutions, below are some specific aspects of your role for which you will be responsible:
Leadership & Team Management
- Lead, coach, and develop two teams:
- Service Operations Team (Service Desk & Monitoring)
- Service Excellence Team (Change, Configuration, Knowledge, Reporting, and Service Improvement)
- Create a culture of accountability, collaboration, and customer focus.
- Set clear objectives, KPIs, and career development goals for team members.
Service Operations
- Ensure high-quality, efficient handling of incidents, requests, and alerts.
- Ensure delivery of 24x7 environment monitoring to proactively detect and address issues.
- Manage performance against SLAs and customer satisfaction targets.
- Drive adoption of automation and self-service where appropriate.
Service Excellence
- Own and continuously improve ITSM processes including:
- Change Management - act as custodian of the Change Management framework at Bravura, and lead initiatives including process simplification and out-of-box toolset alignment whilst minimising risk.
- Configuration Management (CMDB) - take the role of Configuration Manager (supported by a Configuration Analyst) to ensure governance of the CMDB. Increase the use of automated discovery and move away from a reliance on manual updates to build a trusted CMDB.
- Knowledge Management - define a robust knowledge management framework to ensure creation, approval, maintenance and retirement of knowledge, built within SharePoint and ServiceNow. This is a foundational process that is essential for the successful deployment of Agentic AI.
- Reporting & Metrics - ensure delivery and refinement of key Service Management and Infrastructure reporting across EMEA and APAC, looking to automate the creation of this where possible.
- Ensure ITSM processes are aligned with ITIL best practices and business needs.
- Ensure maintenance of accurate and auditable service data and documentation.
- Deliver insightful performance and trend reporting to leadership and stakeholders.
Continuous Improvement
- Identify, track and drive initiatives to improve service quality, efficiency, and user experience.
- Partner with internal stakeholders to align Shared Operations initiatives with wider business priorities.
- Lead post-incident reviews, service reviews, and continual service improvement initiatives.
There is also an expectation that the holder of this role will attend face-to-face meetings with clients and suppliers where appropriate to represent Shared Operations. This includes (but is not limited to) client feedback panels, client service reviews and workshops/events pertaining to AWS and ServiceNow in the UK., * Ensure Annual Training is completed as required.
- Review Annually & Comply with all Company policies related to H&S and Environmental Management Systems
- Report all/any breaches or accidents/near misses immediately when discovered
Working at Bravura Our people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development.
So, what's next? We make hiring decisions based on your experience, skills and passion so even if you don't match every listed skill or tick all the boxes, we'd still love to hear from you. Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know. All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.
Requirements
Do you have experience in SharePoint?, The successful candidate will be an experienced people leader with a strong grasp of IT service management (ITSM) principles, a passion for operational excellence, and the ability to drive both day-to-day performance and long-term service improvement., Essential:
- Proven experience leading Service Management or Service Operations teams in a medium-to-large IT environment.
- Strong knowledge of ITIL practices, with practical experience in Service Desk, Change, Configuration, and Knowledge Management.
- Experience with using ServiceNow and knowledge of industry-standard monitoring systems (including Applications Manager, AppDynamics and AWS CloudWatch).
- Strong analytical and reporting skills with the ability to turn data into insights.
- Excellent stakeholder management, communication, and leadership abilities.
- Strong industry knowledge relating to Transfer Agency and Funds Administration.
Desirable:
- ITIL v4 certification or equivalent.
- Experience in a global cloud or SaaS operational environment.
- Background in driving automation, self-service, or service maturity improvements.
