Service Manager

Zoopla ,
London, Greater London
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Overview

Job Description

As the fastest growing company in the property valuation sector,our class leading API based data, software and consulting solutions have made Hometrack the market leading provider of valuation service to lenders and across the property technology and financial technology industries. Our key commercial and go to market segment is in financial services, primarily mortgage lenders including 13 of the top 15 mortgage providers, public sector, real estate investors, developers, and real estate professionals. We are growing our Product, Technology and Operations teams, and now looking for a dedicated Service Manager to join and strengthen our Delivery & Operations team, reporting to the Head of Delivery & Operations. Key areas covered by this role: * Service management - service requests, incident management, change management, asset management * Information Security & service assurance - compliance against ISO27001 aligned policies and standards, awareness and risk management, review and maintenance of the BCP. * Supplier management - supplier contracts, data supply and licence management. Requirements * Manage the delivery of Hometrack's live SaaS products to meet business requirements and SLA's, including: * Usability, availability and performance * Incident management, problem escalation and resolution for Hometrack's live products * Service requests * Ensure that Information Security policies and procedures are maintained, updated and adhered to, managing control KPI's, reporting and escalating any risk of non-compliance or breach as necessary. * Ensure Hometrack has an effective and operational BCP, in line with the broader company, and ensure that it is reviewed and tested on an agreed schedule. * Assist with, and coordinate the completion of customer assurance & IS questionnaires and policy audits. * Define and maintain an asset register of suppliers, platform assets and other components critical to meeting SLAs. * Manage suppliers, ensuring adherence to contractual obligations and performing administrative tasks such as invoice reconciliation. * Help train new employees in company procedures, and monitor ongoing employee security awareness, education and training. * Employ continuous improvement approaches for identifying process and operational improvements, proposing changes to Hometrack's senior leadership and implementing those agreed. * Essential * 5 years experience as Service Manager or similar role * Strong working knowledge of ITIL best practices * Strong working knowledge of ISO27001 best practices * Team spirit and excellent written and verbal communication * Exceptional customer service and organizational skills * Creative thinking and problem solving Desirable * ITIL v3 or v4 qualification * Certified Information Security Manager (CISM) qualification * Familiarity with Freshservice, Service Now or similar service management software Benefits * 25 days annual leave * Birthday and house move days off * Private health and dental * Gym on site in London - or membership in regional offices * Up to 7.5% pension contribution by the company * Free breakfast and afternoon snacks * Friday evening drinks * Discretionary annual bonus up to 10% of base salary * Training and development programs * Talent referral bonus up to 5K * In house massage / nail treatments available

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