Service Manager

Royal Mail and our evolving journey

With a long and proud history, Royal Mail is one of the most visible and trusted brands in the UK. We keep people and businesses connected every hour of every day and we’re passionate about harnessing technology to deliver the best possible results for our customers.

Our business is thriving by continuously adapting and adopting advanced technology. We reach every delivery point in the UK and have over 30 million customer touch points per day. We have 165,000 employees, 80,000 PDA’s and 25,000 end IT users. We are in an exciting period of transformation with significant growth in parcel & packet volumes and online services and we’re focusing on investing in the security, technology, processes, and people that are going to help us continue to achieve great things and grow our business.

We have the UK’s largest “Feet on the Street” network of over 85,000 postmen and women and the lowest reported carbon emissions per parcel of any major UK delivery company. We are committed to providing sustainable services as we deliver against our environmental ambitions. We are investing in technologies such as electric vehicles and drones.

The RMG Technology team are influencing and helping drive the changes across the business as new solutions and services and new ways of working are defined and delivered and we need talented, experienced people who can work at pace and scale to join us and help achieve our goals.

Role: Service Manager

Job Purpose

The Service Manager represents Royal Mail in the delivery of all existing and new IT Services that supports Royal Mails business. The role is responsible for ensuring that Royal Mails IT Services are delivered as specified in the formal agreements between the Business, the Technology Organisation and the Suppliers.

Key Accountabilities

• Manage the day to day delivery of IT Services. Establish excellent relationships with the customers, suppliers and business. Co-ordinate the involvement of all parties in the resolution of long running or complex High Priority Incidents
• Oversee the investigation, diagnosis and coordination of resolution and recovery actions for all High Priority Incidents. Ensure the business impact is understood and effectively communicated to all business stakeholders.
• Drive and deliver the production of root cause analysis and remediation actions for all High Priority incidents
• Support the Major Incident Management Process within Royal Mail
• Perform the out of hours duty manager role on a rota basis, and co-ordinate Service Providers to resolve Major Incidents
• Analyse performance data and service monitoring capabilities to identify trends, underlying issues and services that are in need of improvement and propose appropriate remediation to the relevant Senior Service Manager
• Proactively search for opportunities to improve the effectiveness and efficiency of the Royal Mails IT services. Lead the implementation of Service Improvement Plans
• Present the performance management reports from Service Providers in a format that provides insight and allows effective, informed management decision making and awareness
• Work closely with other teams in Service Delivery to ensure all new services and changes to existing service are accepted into Service in a controlled and seamless manner
• Support the Senior Service Manager to ensure appropriate Service Level Agreements between the Business and Service Delivery. Review Service Level Agreements with both customers and suppliers on a periodic basis and verify they are fit for business need
• Support the Senior Service Manager to ensure the Service Catalogue is accurate and current for all Royal Mails IT Services
• Support the Senior Service Manager to ensure Service Risks are identified, understood and mitigated
• Support in embedding a culture of collaboration across Royal Mails Service Providers, creating high performance virtual supplier teams focussed on delivery service availability.

Reports to Senior Service Manager

Key dimensions

• Ability to create collaborative virtual teams across multiple suppliers to deliver high levels of service and availability
• Build collaborative working relationships across Technology and the business
• Delivering key components for the service introduction processes
• Accurate reporting of IT service performance levels
• Responsible for identifying opportunities to improve the effectiveness and efficiency of the RMG IT services.

Key competencies

• Have strong analytical capabilities and excellent communication skills
• Have experience in Service Management and Service Level Agreements
• Must be able to work with the technical staff from the Suppliers on a day-day basis.
• Experience of working in an ITIL compliant environment (ITIL qualified)
• Excellent track record of managing suppliers in reaching successful outcomes

Location - London/Milton Keynes/Chesterfield

TECH YOU’D NEVER EXPECT

We’re evolving, transforming and working together to innovate and provide a service our customers can trust and recommend. This is tech you’d never expect from Royal Mail pushing the boundaries and delivering a First-Class delivery service.

We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2021 for an 8th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all our job applicants.

We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs.