Service Manager / South West

Job Title:  Service Manager

Location:  Bristol  South West

Salary:  To £42,000

Role Overview

Due to expansion within our Emergency Services Group, we have a fantastic opportunity for a Service Manager to own and deliver small scale services, and take responsibility for a component part of a large service under the direction of our delivery manager.   This role will be Home Based with travel to various client sites in the South West. This area has a long established and loyal customer base with its market leading STORM C&C application being delivered to 65% of the Police market in England & Wales, as a national solution in Scotland and internationally within the Balearics, Sweden and the ME.  A core ambition for ESG for is to build on our UK success through additional STORM implementations, further development of the solution and the provision of new offers to our customers. This will include the rollout of the new SmartSTORM client. We will also seek to build partner and channel relationships in order to sell STORM within other markets and geographies.    This is a very exciting time and one that you can be a party of.  We are looking for previous experience managing deliveries to SLA’s from an IT Services background.

Please note, our roles require the successful candidate to be eligible for and willing to undergo a Security clearance process.

Responsibilities:

• Own and deliver small scale services,  OR
• Take responsibility for a component part of a large service, to client and Sopra Steria cost, risk, quality and service performance targets.
• Manage service delivery
• Communicate effectively with colleagues and at all levels within the customer staff and   be involved in support reviews and identifying and coordinating Change Control Notices (CCN).
• Attend customer Service Review meetings
• Monitor SLA performance of the team and assist Ops Lead with resource planning
• Assist Regional Consultant with requirement capture for CCNs
• Lead contract renewals
• Produce  financials and collateral for pricing reviews
• POC for customer queries and escalations.
• Understand client’s business needs for change, innovation and transformation
• Implement  service delivery performance indicators
• Establish service budget with full understanding of the cost base, gains acceptance of cost, revenue and margin targets
• Produces accurate forecasts of future performance and reports on variance against forecasts
• Risk management

Essential Experience:

• Managing delivery to SLAs and Key Performance Indicators
• IT services background
• Professional SM qualification such as ITIL

Desired Experience:

• Budget track record
• Understands service delivery models
• Experience in contract management
• Membership of a recognized professional IT body
• Relevant sector experience
• Assertive and pragmatic leader

About us

Sopra Steria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges.

Sopra Steria has been a key provider of specialist systems and services to the Ministry of Defence (MOD) for over 30 years. Independence, broad capability and knowledgeable people with a reputation for operational and commercial flexibility have secured our position as one of the MOD’s top ten ICT suppliers

Sopra Steria is committed to establishing and maintaining a working environment which is free from discrimination and which values all employees as individuals. All employees and prospective employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour.

Find out more

Visit the Sopra Steria website and Sopra Steria LinkedIn company page.