Guidant Global is working with the UK's busiest airport, seeking an experienced Service Manager to engage and build a 'challenger' relationship with the business stakeholders, manage the Technology Domain service portfolio, act as the point of integration, escalation and engagement for all Business Services residing in the Technology Domain.
As a Service Manager, will work collaboratively in a virtual team to succeed and gather and share demand with colleagues in the Heathrow Technology Ecosystem.
What you'll get to do as a Service Manager:
- Lead the performance management and orchestration of the delivery of Technology services from the Heathrow Technology Ecosystem suppliers to the Technology Domains
- Manage the operational relationship with the Heathrow Technology Ecosystem suppliers and ensure they are operating effectively and continuously improving the Technology Services
- Provide leadership and strategic direction for the Heathrow Technology Ecosystem suppliers.
- Support the Technology Service Managers working in the Technology Domains by ensuring the Heathrow Technology Ecosystem suppliers are operating effectively and by providing accurate and timely information to them to support interactions with the business stakeholders
- Manage and monitor the performance of 3rd party contracts aligned within the Heathrow Technology Ecosystem and work with the Procurement Team to ensure that these contracts are cost-effective.
- Governing, evaluating, and monitoring the operation of the outsourced ITIL-aligned and other core technology service management processes required to operate the Heathrow Technology Ecosystem, thus ensuring the continued effectiveness of the delivery of Technology Services to support the Technology Domains.
- Operating the insourced ITIL-aligned and other core technology service management processes required to operate the Heathrow Technology Ecosystem, thus ensuring the continued effectiveness of the delivery of Technology Services to support the Technology Domains.
- Performance management of the Heathrow Technology Ecosystem supplier operating the ITIL-aligned and other core technology service management processes across the entire Heathrow Technology Ecosystem.
The Technology Service Manager will work collaboratively in a virtual team to succeed. This team comprises:
- Delivery Managers
- Technology Architects
- Business Stakeholders
- Technology Service Managers representing the Heathrow Technology Ecosystem
- Third-party suppliers, including the Heathrow Procurement team
- Infrastructure and Applications SMEs
- Heathrow Technology Ecosystem
What we're looking for:
- Educated to degree level and/or with significant managerial or industry experience.
- Knowledge of the aviation/airport or similar industries (e.g., logistics).
- Significant experience with Service Introduction and validation
- Good Commercial awareness with negotiation skills
- Significant experience working with and influencing business stakeholders
- Significant experience and proven track record of successful service portfolio and relationship management. (Preferably substantial experience of IT Service Management in a 24/7 365 environments)
- Excellent communication skills (written, oral and presentations) to enable effective communication with senior groups, boards, and stakeholders
