Service Integration Manager

Job Description

The VacancyOVERALL SUMMARYWe are looking for an experienced professional to take responsibility managing Service Integration aspects of strategic third-party IT outsourcing arrangements at Close Brothers, implementing best practices, and ensuring the achievement of CBLs strategic ambitions.The Service Integration Manager will work closely with our IT leadership team and be experienced in leading in the development and implementation of Information Technology Service Management (ITSM) and Service Management. A Service Integration and Management certified leader, with a passion for driving customer experience. Experience and thorough knowledge of ITIL Framework and ITIL v4 compliant Service Design. Accountable for Service Integration, Management and Governance forthe management of Service Performance end-to-end. CBL is evolving it partnership model with key third-party organisations to ensure cost, service and innovation benefits. We are in the process of resetting our operating model and will be moving to a delivery model with one strategic partner delivering themajority of IT services. Key to achieving this will be robust service integration. Through your expertise and influence, your in-depth knowledge of SIAM, your understanding of the demands of working in a regulated industry and your experience of managing thecomplexities of third-party sourcing relationships, you will ensure we navigate assuredly in delivering value and managing risk in these third-party arrangements. RESPONSIBILITIES

• Understand business drivers, customer strategy, and act as the face of the customer to the Service Providers (internal and external), to drive and agree transformation activities, as well as Executive Stakeholders.
• Be a change evangelist in socialising all new initiatives and maintaining strong, productive and collaborative relationships.
• Act as the liaison point for internal Third Party Management functions when new or alternative sources of supply are required or existing supplier agreements are to be terminated, varied or extended
• Understand the overall end-to-end services and align roles / activities that interfaces with related Services.
• Analyse, understand, and continuously manage interdependencies across the services, reviewing performance levels and trends, to drive its efficiency and effectiveness.
• Ensure Process Compliance, Adherence and Maintenance of Service Management Process and Tools
• Setup required Governance to ensure process and operations performance is reviewed at various levels e.g. Operations resources, Process Managers, Process Owners, Service Delivery Managers across Service Providers and provide intervention and guidance whereat risk
• Drive continual improvements in conjunction with IT Strategy
• Work with the Transition Team to input and support Process Design Workstreams and provide Governance to the operationalisation of agreed design
• Mentor Operational teams, providing subject matter expertise to define and coordinates day-to-day responsibilities,

WE WOULD LOVE TO HEAR FROM YOU IF:

• Proven experience of managing suppliers
• Have a passion for driving customer experience
• Thorough knowledge of the ITIL framework, Service Management processes, managing IT Outsourced Suppliers as well as a high level of IT technical competence.
• Experience of service management of other outsourced business processes would be desirable (e.g. HR, Recruitment, Finance, Facilities Management)
• Significant demonstrable experience in ITIL v4 compliant Service Design, from service requirements definition through new service design and into the transition stage.
• Proactive and have good analytical skills in problem solving
• Experience of the design and implementation of complex operating models, including process design, people and organisational design, governance design, designing operational interfaces
• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels
• Strong oral and written communication skills
• Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Ability to organize, delegate, and leverage resources from other parts of the organisation upstream and downstream
• Demonstrate a very high level of political and business awareness; acutely aware of organisational sensitivities
• Program/project management skills and experience advantageous
• Understanding of Lean, Agile

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application formin an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back. ABOUT USFor roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working. Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purposeis to help the people and businesses of Britain thrive over the long term. To find out more about Close Brothers, please visit our careers page: https://careers To find out more about life at Close Brothers:https://life-close-brothers#374017299-899295541 To find out more about our benefits:https://employee-benefits To find out more about our commitment to creating an inclusive environment:https://inclusion