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Lead Service Relationship Manager

La Fosse is currently working with a specialist international insurance company to help recruit a Lead Service Relationship Manager to come in and lead a change of culture around Service Management.

Location: Central London (onsite 2/3 days a week)

Remuneration: Up to £90,000 + benefits

Start Date: ASAP

Your role as a Lead Service Relationship Manager

The role of the Lead Service Relationship Manager is to ensure that the services offered by IT meet the agreed Service Levels in place with its internal customers. The role facilitates improved IT services through the development and implementation of necessary action plans.

  • Establish and maintain effective relationships between the companies IT and its internal customers.

  • Identify new customer needs and monitor all their IT services in the Service Catalogue continue to deliver value (remain fit to use and purpose).

  • Ensure regular reporting evolves and develops to support clear demonstration of service value and operational effectiveness. The metrics tracked should be enhanced to support this.

  • Act as an escalation point for major IT incidents or customer satisfaction issues.

  • Establish a robust process for and coordinate and oversee the response to, Major Incidents including business communications

  • Establish and oversee a Problem Management process to support recommendations for ongoing improvements to the services offered.

Ideally to be successful as a Lead Service Relationship Manager

  • Insurance background is essential

  • A solid understanding of the IT Infrastructure used to deliver IT Services and the relationship between constituent components of a Service.

  • It is desirable to have knowledge of Line of Business applications and processes (i.e. sales, underwriting, claims, credit control, payments, etc.).

  • ITIL qualified / ITIL framework exposure

Sound interesting? Please do apply directly for more detail.

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