Service Lifecycle Manager
The Very Group, United Kingdom
Job Description
About us
We are The Very Group, and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on Very.co.uk to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and wellbeing.
About the team
We’ve recently transformed the way we manage and deliver service, and created a new way of doing this with Service Lifecycle Managers. This role manages the service we give our customers and colleagues in a more progressive and agile way centred on new processes, modern tooling and automation all within the tribal model.
About the role
We're looking for an experienced Service Management expert with modern service delivery practices to be responsible for Service Management activities throughout the whole service lifecycle, including strategy, design, transition, operations and continual service improvements, along with retiring services no longer utilised. Embracing both Agile and DevOps principles, with regular deployment into live operations whilst maintaining service stability.
In this role you will also...
- Lead on incident, problem, change and configuration management standards and implementation ensuring we have a stable platform at all times for our customers
- Identify and build strong long-term internal customer relationships and comprehensive stakeholder management
- Identify and produce reports on our key metrics and thresholds for insight on the Tribe’s service availability
- Perform proactive trending of incidents to drive improvements and problem management to reduce Incident recurrence and mean time to recovery (MTTR)
- Possess ownership of the Tech Ops Tribe Service catalogue and CMDB
- Work with the Tech Ops Tribe on managing third party relations with suppliers, taking ownership of the service aspects of these relationships and driving continuous improvement
- Manage and maintain our service improvement roadmaps and initiatives
- Support Tech Ops Leadership team in evolving our Infrastructure service strategy and driving service improvements
- Facilitate service transition of new products and services into production, working closely with product managers, delivery managers, architects and squads
- Conduct service review meetings, at squad and tribe level, ensuring actions and improvements documented and tracked through to completion
- Be part of the Service on call rota working with the team to restore services, provide support and guidance, and ensure stakeholders are updated at regular intervals. This will include out of hours support for events and releases including weekends.
What you will bring to the role;
- Experience of ITIL SM applied in an Agile model (ITL Certified preferable); including but not limited to: (Major) Incident Management, Change amp; Release Management, Config Management, Availability Management
- Great people skills / relationship management experience - the ability to build relationships quickly across teams, functions, executive teams and 3rd party vendors.
- Experience in business event management supporting large scale business activity which require Tech Support i.e. Sale Activities, Trading or Operational seasonal peaks.
- Experience Implementing Continuous Service Improvement initiatives, delivering effective changes.
- Solid understanding of modern tech platforms and experience using modern SM Tools.
- A natural troubleshooter, inquisitive and always seeking answers / solutions to problems.
Some of our benefits
- Flexible, hybrid working model
- Inclusive culture and environment, check out our Glassdoor reviews
- 1,000 flexible benefits allowance to suit your needs
- 30 days holiday + bank holidays
- Udemy learning access
- Bonus potential (performance and business-related)
- Up to 25% discount on Very.co.uk
- Matched pension up to 6%
- More benefits can be found on our career site
How to apply
Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and DBS check.
What happens next?
Our talent acquisition team will be in touch if you’re successful so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review. Our interview process