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Senior Manager, Service Management

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Arm

1mo ago

  • Job
    Full-time
    Expert Level
  • IT & Cybersecurity
    Business, Operations & Strategy
  • 21d left

AI generated summary

  • You need 10 years in IT service management, 5 in leadership, ITIL v3 Expert (ideally v4), experience with ServiceNow, strong people skills, and analytical, negotiation, and relationship-building abilities.
  • You will lead the service management team, implement ITIL processes, ensure high-quality IT service delivery, develop SLAs and KPIs, monitor performance, and drive continuous improvement initiatives.

Requirements

  • 10 years experience in an IT Service management, with at least 5 years in a management/leadership role.
  • Minimum ITIL v3 Expert, ideally v4 Managing Professional or Specialist.
  • Experience of ITSM ticket management tools, preferably ServiceNow.
  • Strong leadership and people management skills, with a consistent track record to build and lead impactful teams.
  • In depth knowledge or ITIL and/or other service management frameworks and standard processes.
  • Good communication, negotiation and stakeholder leadership skills.
  • Superb analytical and problem-solving skills with a focus on continuous improvement!
  • Ability to engage, build and sustain trusted relationship both internally and externally.

Responsibilities

  • Develop and implement the function's strategy in alignment with the overall strategy.
  • Lead, mentor and develop a team of service management professionals encouraging a culture of excellence, successful and continuous improvement.
  • Collaborate with senior leadership and partners across the business to understand and meet their Service Management requirements.
  • Drives the implementation and evolution of ITIL processes and standard methodologies.
  • Ensures the delivery of high-quality IT services including Incident, Problem, Change and Major Incident Management
  • Develops and leads the IT service catalogue and offering, ensuring effective use processes, tools and technologies
  • Monitor, measure and report on overall Service Management performance
  • Identify areas for improvement and implement initiatives to enhance service quality, efficiency and customer satisfaction
  • Drives the development and implementation of service level agreements and KPIS that align with IT strategy and goals & ensures service delivery is done in compliance with regulations, standards and policies. Identifies and handles risks associated with IT service delivery and appropriate mitigation strategies are in place
  • Acts as the main point of contact for Service Management. Builds and maintains good relationships within across the company, partnering and facilitating communication and collaboration to ensure seamless service delivery

FAQs

What are the working hours for this position?

The working hours for this position are based on a 16x5 shift pattern, operating from IST 9:30 am to 1:30 am, with on-call coverage for critical incidents.

Is experience with ServiceNow mandatory for this job?

While experience with ITSM ticket management tools, preferably ServiceNow, is preferred, it is not explicitly stated as mandatory.

What is the required level of ITIL certification for this role?

The minimum requirement is ITIL v3 Expert, ideally v4 Managing Professional or Specialist.

What is the team's culture like?

The team culture encourages excellence and continuous improvement, with a focus on mentoring and developing service management professionals.

Is there potential for career progression in this role?

Yes, Arm's growth trajectory will ensure career progression and the opportunity to significantly impact the company's success.

What are the main responsibilities of this role?

Responsibilities include developing and implementing the service management strategy, leading the service management team, ensuring high-quality IT service delivery, and driving continuous service improvement.

Are there specific qualifications required for this position?

Yes, candidates should have at least 10 years of experience in IT Service Management, with at least 5 years in a management or leadership role.

Does this position require good communication skills?

Yes, strong communication, negotiation, and stakeholder leadership skills are required for this position.

What is the approach to hybrid working at Arm?

Arm’s hybrid working approach is designed to support both high performance and personal wellbeing, allowing teams to determine their own working patterns based on their needs.

Will I have to manage relationships with external parties?

Yes, the role requires building and maintaining trusted relationships both internally and externally to ensure seamless service delivery.

Arm

Engineering & Construction
Industry
5001-10,000
Employees
1990
Founded Year

Mission & Purpose

Arm’s foundational technology is defining the future of computing. A future built by the greatest technology ecosystem in the world. A future built on Arm. Arm is everywhere technology matters. Technology matters everywhere. Together, we’ll power every technology revolution moving forward, including cloud computing, automotive and autonomous systems, IoT, the metaverse, and beyond. Changing the world. Again. On Arm.