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Close Brothers Group
,
London, Greater London
Service Manager
Overview
Job Description
The Service Manager is accountable for driving continuous improvement in service quality, risk management, and reporting for all technology services consumed by Premium Finance, our customers and our brokers Key Responsibilities Service and Risk Management * Drive a customer first philosophy ensuring customer experience is top of mind with all service providers * Manage the service performance, and lead service reviews, encompassing internal and Shared Services, Central teams and external suppliers * Act as day to day escalation point for the business, and chair the Incident Management meetings, as required, in the event of P1 or P2 incidents to ensure good communication flow from vendors, resolver group, Close Brothers colleagues, brokers and customers * Define, report and drive improvements on end to end SLA's * Define process controls, OLA's, KPI's etc with internal IT and 3rd parties to ensure processes are adhered to and service levels are met * Implement service improvement plans to address service quality issues * Ensure a consistent approach to business reviews with service providers across the portfolio of services, products and cloud-based services * Ensure Premium Finance technology risk registers are maintained * Facilitate internal and external audit activities, ensuring effective planning, issue identification and rating, and action tracking Data, Reporting and Analytics * Promote recognition of success and identify areas for improvement through development and use of performance dashboards * Work with data sources and analytics tools to define, measure, monitor and analyse objective and subjective data to monitor and challenge current IT services and delivery * Report on incidents, key IT controls and risks including timely completion and review of: * risk & incident registers * business resilience action plans * ITDR plans * IT audits * preparation of submissions to Exco, TRRC and PRRC (Technology and Business Risk Committee's) * Deliver weekly and monthly service and risk reporting against KPIs Risk & Compliance * Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by Regulatory Bodies are carried out to the standards required.