Service Managers represent their Business Stream(s) within IT (and vice versa). They require an in-depth knowledge of their Business line and the IT dependencies, a good understanding of related development projects underway and their likely impact upon business services.
Service Managers continually monitor service performance and liaise regularly with technical teams to ensure any underlying issues are addressed, and with Business Managers to ensure that their needs are addressed and that they are kept up to date with progress. They ensure that required service level agreements and support processes are properly in place, together with appropriate performance measures and reporting mechanisms.
The role also ensures that new and changed Products are delivered safely into Production with the appropriate level of care, and play a key role during pre and post-implementation alongside the Service Acceptance team.

Each Service Manager is expected to show leadership, motivating technical teams to address underlying issues and make service improvements proactively, and managing multi-disciplined problem investigation and resolution teams. Service Managers hold positions of responsibility within the organisation and need to demonstrate gravitas, professionalism, drive and motivation, and the ability to take a holistic approach to the delivery of IT Production services to the clients users and Members.

Role Profile Key Responsibilities and Deliverables
Identifying incident trends and working with technical teams to uncover underlying issues

Instigating and pursuing root cause analysis and solutions through Problem and Change management

Monitoring and reporting service usage and performance

Delivery and presentation of Service performance reports to key stakeholders Developing service models and related documentation in conjunction with Project, Technical and Business teams, and owning the associated documentation standards

Development and maintenance of Service Level Agreements for existing Services in scope

Ensure that technical teams have appropriate agreements in place with 3rd party vendors, working also with Procurement to bring about any necessary changes

Regular liaison with technical teams and, where appropriate, with 3rd party suppliers to discuss service related issues that directly impact the respective customer groups

Developing and maintaining ITIL Service Management processes and procedures, monitoring compliance and undertaking continual improvements as required

Proactive service improvement - developing and proposing business cases to Lines of Business and driving the resulting service improvement initiatives

Ensuring key IT Service Management aligned permanent controls held within the Operational Risk framework are completed with no exceptions

Participation in internal and external audits aligned to service manager alongside Service Management internal processes