Events and Monitoring Manager

We are looking for a Service Manager who will own and deliver medium scale services or will take ownership for part of a large service (Monitoring and Event Manager) and other ITSM processes on an interim basis under the direction of a senior service manager, to client and Sopra Steria cost, risk, quality and service performance targets.

This is a critical role in support of one of our secure accounts and the applicant should hold an active NSV level at Security Check (SC) or above. The position will ultimately require the post holder to hold Developed Vetting.

The role is a full-time on-site role based ultimately from our Farnborough office from Q1 of 2025, but before that our Newbury office. You will be required to take part in the Service Management Duty Manager on call-rota.

If you are mission focused and looking for an opportunity to make an impact and drive the success of one of our key accounts, read on.

What you will be doing:

• Understands our business directions and supports strategic revenue growth targets and achievement of operating margins by successfully managing services and demonstrating Sopra Steria offerings, leading to business growth with improved client satisfaction and value for money
• 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
• Responsible for production and maintenance of detailed service definition, including scope and work for agreement with 'client' (maybe internal or external)
• Make sure that appropriate service delivery performance indicators are implemented in order to monitor and measure the service delivery against contract/SLA/important metric and expectations, and to demonstrate Sopra Steria's achievements to the client, optimising use of tools for efficiency and cost effectiveness
• Understanding of the client contract and ensures that all in scope 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
• Managing teams effectively, deliver to the required quality and are perceived by the client as offering added value by embracing 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 demonstrating new digital technology and automation
• Managing partners during service, establishing strong working relationships, and reports and raises in a timely manner, initiating corrective action where required
• Ensures effective supplier engagement and management, and raises in a timely manner, initiating corrective action, where required
• Mitigating risk for the service; actively identifies areas of risk, including financial impact; ensures robust management and mitigation of risk levels; reports risks in a timely, open and appropriate manner, raising at earliest opportunity for extended support and visibility.
• Ensures effective security controls and compliance, aligned to contract and Sopra Steria requirements
• Work with and champions agreed delivery methods and tools, including latest industry standard methodology, such as ITIL or ISO/IEC20000, and Sopra Steria's Service Management process framework
• Make sure that the service contributes to the quality of Sopra Steria service management capability and knowledge base, by developing personal and team skills to the highest standard possible, and through participation in and contribution to the Sopra Steria Service Management Community or external relevant industry groups/conferences
• Provide effective people management and leadership to the service team ensuring that team members have effective performance management, have objectives set, are motivated and developing their skills and experience

What you will bring:

• Understands service delivery models
• Relevant sector experience
• Self-driven, enthusiastic about making a difference
• Effective time management and adept at chairing CAB's
• Takes accountability and ownership for delivering good service
• Partner management and communication
• IT services background
• Professional SM qualification such as ITIL4 (foundation)

It would be great if you had:

• Professional SM qualification such as ITIL4 (at specialist level or above)
• Customer Experience Management (CXM & XLAs)
• Knowledge of Agile ways of working

If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you!

Employment Type: Full-time, Permanent
Location: Farnborough and Newbury - on-site 5 days a week
Security Clearance Level: holding live SC clearance, eligible for DV clearance
Internal Recruiter: Lee
Salary: up to £65,000 base
Benefits: £5400 Car Allowance, 25 days annual leave with the option to buy extra days, Private Medical Insurance, Life Assurance, Pension, and 3% (of basic salary) flexible benefits fund.

Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.

Loved reading about this job and want to know more about us?

Sopra Steria's Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client's goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK's most complex safety- and security-critical markets.

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida , the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.
If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.

Location: UK, GB

Posted Date: 9/30/2024