Service Manager

Job Description Summary The IT Operations department ensures the availability and stability of the Aegon Platform on a 24/7 365 basis. Incident, Change, Problem, Business Continuity, Control, Risk and License Management processes are used to govern the multiple Platform environments whilst enabling a dynamic and flexible IT service. The Service Management function, which resides within the IT Operations department, are responsible for the management of all IT services which support operational business activity. This support encompasses websites, applications and services used by both our external and internal customers which are critical to business activity. The team provide an incident management capability and ensure appropriate activity and communications occur between the business and IT suppliers, including internal suppliers e.g. Global Technology Services, to support timely issue resolution. Disaster Recovery and Business Continuity are also key considerations within this function and the team define and maintains the IT Disaster Recovery Plans and associated IT Business Continuity Plan(s), while supporting the group-wide Business Continuity processes on behalf of the wider IT department. Job Description The purpose of the IT Service Manager role is provide oversight and support to the IT Service Management capability; ultimately providing business assurance and system stability. The primary focus of this role will be to manage our Software Licence Management processes. Core activities will include: Oversight and management of the software onboarding lifecycle, including research, documentation, grading of software aligned with our Licence Management control framework Oversight and management of regular controls to ensure that deployed software is complaint against the volume of licences held Liaising with our Infrastructure provider to maintain our ability to interrogate software deployments within our OnPrem, Cloud and end-user device estate Management of enterprise annual renewals of AUK software requirement from major vendors such as Microsoft, Adobe, Oracle & IBM Completing re-certification of deployed software ahead of agreement renewals to identify excess or redundant software deployments Ensuring that our documentation around software licence obligations remains valid Reviewing and approving requests raised by our business for new software deployment packages to be created Liaising with our Procurement and IT Vendor Management functions to facilitate the introduction of new software, removal of retired software, contract renewals and resolving licence compliance issues. This role, where capacity allows, may be required to support other key activities within our IT Service Management function such as Business Stakeholder Engagement, KPI and Management Information reporting, Incident & Problem Management, Continual Service Improvement, CMDB & Asset Management as well as Disaster Recovery/Business Continuity Management. Skills: Strong Service Management background - particularly relating to Service Operation, but with in-depth knowledge and experience of Change, Release, Incident and Problem Management. Self-motivated achiever who gains satisfaction from providing excellent service to their customers. Strong analysis capability and ability to implement process definition, introduction and improvement. Excellent verbal and written communication skills are required along with the ability to discuss technical information to non-technical staff Knowledge: A strong understanding of both the business and technology processes that support the Platform. A fundamental knowledge of ITIL processes and how they are applied within an IT Service management department. Understanding of change and risk management within a complex operational environment Experience: Experience of working in complex, large scale, Technology environments ideally within Financial Services Experience of operating in a fast-paced business environment with an emphasis on positive change and adaptive working practices. Flexible in approach to all aspects of the role, with self-planning and organizing skills to enable effective multitasking in a high pressure and high availability environment. Experience of engaging and building successful relationships with a broad range of stakeholders. You should have a proactive attitude and the initiative to anticipate customer needs. High level of competence in Microsoft Excel, Microsoft PowerBI and Licence Management Tooling e.g. FlexNet Manager Suit Qualifications: Relevant industry qualifications ITIL Foundation Prince2 Foundation (desirable) Further ITIL qualifications (desirable) Equal Opportunity Employer:  We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation or gender identity.