Service Managment Analyst - AVP

  • Negotiable
  • London, England, United Kingdom
  • Permanent, Full time
  • Charles Levick
  • 20 Sep 17

A Tier 1 banking client are currently in the process of selling down their stakes within one of their International companies, as a part of a process a service agreement has been put in place to govern the management of the change services during the separations period. A service management analyst is required to join the team immediately. Experience working in a programme environment, preferably in Financial services on outsourcing and or divestment projects. Furthermore, experience within Consultancy is beneficial.


Support the execution and administration of all relevant Service Management processes including:

  • Service Performance Reporting
  • Service Catalogue Management
  • Change Management
  • Escalation Management
  • Dispute Management
  • Service Charges
  • Service Credits
  • Business Continuity Compliance
  • Audit Support and Remediation
  • Understand the implications of Plc obligations under the TSA and ensure these are enacted through the processes; provide advice and guidance on TSA obligations where appropriate
  • Support preparation for and facilitation of key service management meetings with BAGL counterparts including the Service Management Committee to review the performance of services delivered. Organise the attendance of senior Service Managers / Executives to provide managerial support when required
  • Co-ordinate service change requests and facilitate impact assessment
  • Monitor and work with relevant parties to ensure TSA invoices are raised and payments received in a timely manner
  • Maintain inventory of Service Catalogue for all outsourcing services
  • Support creation of key service reporting materials for Service Management Committees including service performance reporting, change request logs, RAID logs and management of SRM calendars and actions
  • Manage the resolution/escalation of issues.
  • Produce reporting, MI and ad-hoc analyses regarding the Service Management processes and governance to support the ongoing operation of the delivery of services.
  • Interact with Finance to provide inputs on changes to charging or on service charging, credit and billing processes as part of the TSA
  • Identify and manage the implementation of improvement initiatives to improve performance

Experience required:

  • Experience in Service Management roles in Financial Services
  • Knowledge of service management of shared services, gained through experience in service management and delivery roles in Operations or Technology
  • Experience of working within or managing outsourced services is preferred
  • Conversant in ITIL methodology