ITSM SRM & Continuous Improvement Manager

The IT Service Relationship and Continuous Improvement Manager is responsible for managing and improving the relationship between ITSM its internal and external stakeholders. This role focusses on ensuring that IT services meet the needs and expectations of OneAdvanced and its customers, while also driving continuous improvement initiatives to enhance the efficiency and effectiveness of IT service delivery. This role will report into the Head of PMO & Business Acceptance.

• Relationship management: Building and maintaining strong relationships with key stakeholders, including business units, customers, vendors, and other IT teams. Acting as a single point of contact for all IT service-related matters ensuring effective communication and collaboration.
• Service level management: defining and monitoring service level agreements to ensure that IT services are delivered within agreed-upon timeframes and quality standards. Regularly reviewing SLAs and making necessary adjustments to meet changing business needs.
• Customer satisfaction: Conducting regular customer satisfaction surveys and feedback sessions to understand the level of satisfaction with IT services. Identifying areas for improvement and implementing corrective actions to enhance customer experience.
• Continuous improvement: Leading and driving continuous improvement initiatives within the ITSM department. Identifying opportunities to streamline processes, optimise resources, and enhance service delivery. Implementing best practices and industry standards to improve IT service management.
• Performance monitoring and reporting: Establishing performance metrics and key performance indicators to measure the effectiveness and efficiency of IT service delivery. Monitoring and analysing performance data to identify trends, issues, and areas for improvement. Preparing regular reports and presentations to communicate performance to stakeholders.
• Vendor management: Collaborating with vendors and third-party service providers to ensure that contracted services are delivered as per agreed terms and conditions. Managing vendor relationships, including supporting contract negotiations, performance evaluations, and issue resolution.
• Change management: Assisting in the change management process to ensure that changes to IT services are implemented smoothly and with minimal disruption to the business. Assessing the impact of changes on stakeholders and supporting the communication and training activities.

• Strong communication skills.
• Problem solving skills, capacity to address challenges and troubleshoot issues.
• A broad general understanding of IT, especially around SaaS providers.
• Strong relationship management skill, in particular managing suppliers and stakeholder management.
• Qualifications in Project Management, IT Service Management and continuous improvement methodologies would be advantageous.
• Experience of using Jira/ Helix/ Service Now would be advantageous

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initiative to highlight and reward the people in the organisation who embody our values the most
• Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Advanced is one UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at Advanced please click here