Service Manager

The Service Manager will deliver and run a world-class digital service based on user needs. Accountable for a service throughout its lifecycle and have and end-2-end accountability of service delivery, so that the service meets business and end user requirements in a cost and effective manner. The owner of a high quality user experience and be the driving force behind service provision. Expected to manage the full product lifecycle – user research, design, delivery, continuous improvement – of one or more transactional services. Share expertise across his/her department and the whole organization. Generic • Ensuring business receives the right set of services that fit the business purpose; • Operational supplier management within an outsourced IT organization; • Business Continuity Management (BCM); • Operation risk management; • Business alignment within operations scope; • Financial management (accounting, budgeting, charging) of the service; • Create and maintain development roadmap for the service; • Verify service fitness for purpose, cost and SLAs; • Service reporting according to approved roadmap, SLAs and budget; • Ensuring service continuity. Towards business counterparts • Service demand and development management (architecture, processes, project management); • Ensure service requirements are translated into activities, measures, or service components that meet the requirements of the business and the end users; • Ensure business alignment of service and foster new innovations; • Ensure quality of service, • Manage service description in the service catalogue, ensuring the service entry in the service catalogue is accurate. Towards IT • Ensure legal and security compliance of service; • Manage the efficient delivery of designated services including all parties participating in the delivery; • Oversee deployment and releases; • Oversee the testing of new and/or changed services to avoid disruption in business delivery • Identify, qualify, prioritize and execute maintenance improvements to the service; • Apply capacity planning to advice of potential future resource shortage or conflicts in order to avoid them. • Validate and approve projects transition to production.   Towards (External) suppliers • Sourcing and supplier management for the service; • Supplier ecosystem management and governance for the service • Ensure adequate contracts with external vendors; aligned with needs from the business line, service catalogue and regulations.