PayPoint - Careers
Service Manager
Welwyn Garden City

Purpose of Role
To act as Service Manager primarily for a portfolio of service offerings within PayPoint Group IT.
The main mission of the role is to provide Service Management governance over the allocated Service Offerings in the following Service Management disciplines: Event Management, Incident Management, Problem Management, Availability Management and Capacity Management, Continuous Service Improvement, SLA and KPI performance. Liaising with Release, Change and Configuration Management to facilitate successful change.
The role-holder will work closely with senior management, key internal and external stakeholders, including 3rd party suppliers to ensure optimum service performance, conduct service reviews and coordinate Service Improvement actions.
In addition to Service Managing a portfolio of key products, there will be an expectation that the successful candidate will be involved in the running of our key IT processes. This could involve running the major incident process or chairing our Change Board meetings.
There will also be a big element of feeding in and implementing improvements to our existing ITIL processes and helping land these across the various IT teams in the department
Main Responsibilities
For the allocated Service Offerings:
  • Ensure best practice Service Management for the allocated Service Offerings
  • Develop, Enhance  & Monitor SLA’s and KPI reporting solutions for:
    • Event Management
    • Incident Management
    • Problem Management
  • Work with cross-functional teams to ensure the successful deployment of changes to the allocated Service Offerings
  • Work with internal support and development teams to ensure performance matches service levels required.
  • Conduct Service Reviews with a range of key stakeholders, including Client Management, Clients, internal and external suppliers.
  • Act as Critical Incident Manager, as and when required, and prepare and review Critical Incident Management Reports
  • Keep tracks of the problems that are recorded on your service and ensure they are prioritised and fixed accordingly.
  • Act as Duty Manager on a rotation basis according to the published guidelines
  • Input and deliver into the Service Management Continuous Improvement roadmap.
  • Be an integral part of the CAB process which may involve running the CAB meeting from time to time
Success Criteria
  • Material improvements in the perceived and measured performance of the allocated Service Offerings.
  • Customer satisfaction of key stakeholders.
  • Qualifications and Experience
  • Minimum 8 years’ experience in an IT position with 24/7 experience
  • Experience of providing Service Management in a PaaS or SaaS environment
  • Excellent communication skills & stakeholder management at all levels of the organisation
  • ITIL Certification. Foundation minimum
  • Proficient data analytical skills
  • Previous experience of Incident Management
  • Have the ability to be able to feed into our continuous improvements stream.
  • Highly Desirable
  • ITIL Intermediate qualifications
  • Experience of ServiceNow
  • Educated to Degree standard with at least a 2:2
  • Experience of financial systems, ideally involving payment processing.
  • A recognised qualification in I.T.
  • Additional Information

  • This role provides 24/7 out of hours support by telephone and remote PC connection, whilst acting as Duty manager, on a rotation basis.
  • This role will require the successful applicant to be part of a duty manager oncall rota which involves critical incident management out of hours

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