Service Management Lead

Job Description

Overview

Would you like to help enrich the lives of learners around the world?

At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.

What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).

RM Technology is a market-leading supplier of ICT products and services to UK schools and colleges to deliver a technology environment that improves learning outcomes and makes the most of IT investment, driving focus through four lines of business: Managed Services, Software, Hardware and Broadband

Visit us here to find out more: www.rm.com/education

We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.

The Role

Reporting to Head of Service Operations, this pivotal role will spearhead the establishment of the Service Management Office, focusing on the rapid maturation of ITIL practices. The Service Management Lead will oversee the implementation and delivery of ITIL methodologies across the designated customer base, ensuring that all processes are not only fit for purpose but also aligned with both RM Technology's objectives and those of our customers. This customer-facing position is essential for enhancing customer satisfaction, optimising service efficiency, and driving continuous improvement initiatives within the IT service management framework. Additionally, the Service Management Lead will take on the responsibility of line management for a small team of process managers and analysts, guiding them towards excellence in service delivery.

Responsibilities

• Establish and Manage the Service Management Office (SMO): Lead the creation and operationalisation of the SMO.
• Develop and mature ITIL Practices: Continually develop and establish Incident, Major incident, Problem, Change Enablement, Service Request, Software Asset and Configuration Management and Knowledge Management.
• Oversee ITIL Practices: Manage the end-to-end delivery of ITIL practices, ensuring that all processes are fit for purpose and aligned with both RM Technology’s and customer objectives.
• Enhance Customer Satisfaction: Act as a customer-facing representative, focusing on improving customer satisfaction through effective service management and communication.
• Working with in scope customers and the Service Delivery Manager to run the day-to-day ITIL Practices on their contracts.
• Monitor Service Performance: Track and report on service performance metrics, providing insights and feeding back findings to Service Operations teams
• Manage a Team: Supervise and mentor a small team of process managers and analysts, fostering a culture of excellence and continuous improvement.
• Be a member of the Service Operations Leadership Team.

Experience

Skills and Experience

• Proven experience of:
• Proven experience in a service management role
• Proven experience of creating or rapidly improving ITIL processes
• Proven experience of working in an MSP organisation.
• Delivering for multiple customers within a Managed Service environment
• You will be:
• A strong collaborative team player, able to work well with extended business members both internally and externally
• An executor, able to translate requirements into delivery, and ensure this is achieved
• A change agent, driving and managing process improvement across the in scope customer base and RM Technology.
• You will have:
• In-depth knowledge of current and emerging technology trends and how they can be leveraged for the in-scope customer base.

What’s in it for you?

At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.

Unfortunately, we are unable to offer visa sponsorship for this role.