Job Title: Operational Service Manager
Location: Edinburgh / London
Department / Team: ITS – Enterprise Services
Reports to: Head of Service Operations
abrdn plc is one of the world’s largest investment companies, and we are built on a long standing culture of caring about the future and making a positive impact. Our strategy is to build a vibrant and value-creating purpose-led organisation, with the current and future needs of our stake holders at the heart of all we do.
Our Global Technology Function is at the heart of our business and responsible for developing and delivering our IT Strategy, managing our data, managing change programmes, developing and implementing software solutions, as well as maintaining the integrity and performance of our systems, infrastructure and applications. The role of ITS is increasingly pivotal to the success of abrdn, and we aim to deliver both the innovation and responsiveness needed in today’s competitive and fast-changing investment and regulatory landscape. ITS also ensures that our services and solutions are seamlessly aligned across our global platforms to enable every aspect of our business to operate smoothly and efficiently.
The Enterprise Services department is a specialised function within Global Technology, responsible and accountable for live technology service provision to abrdn.
Reporting to the Head of Service Operations, the Operational Service Manager is a senior member of a team who are jointly accountable for the management of a critical suite of operational technology services. These services are provided by our strategic partner and include a 24x7 operations bridge / command centre to monitor and control IT services, application maintenance and support, and batch recovery and performance services.
The role holder will carry out these responsibilities in accordance with defined service delivery roadmaps and ensuring performance to agreed Service Level Agreements for the in-scope domain aligned services. They will own the delivery of services, executed via strategic supplier, mainly focused on the operational “run” aspects of the respective application portfolio, but also working closely with service transition and acceptance managers to introduce new technologies into the estate.
Additionally, they shall prioritise and drive supplier delivery and performance, and will be the primary point of engagement for the Service Operations function.
For all applications and services under the control of the Operational Service Manager, they shall;
Respond to, manage and close out critical issues related to delivery of application services where appropriate.
Support the lifecycle management of the in-scope applications – within the boundaries of the architectural roadmap.
Manage the relationship with strategic suppliers for delivery of in-scope applications.
Oversee service level management, service reviews and improvement planning activities, managing and assuring supplier delivery against contractual agreements and committed obligations.
Participate in Incident and Major Incident Management activities as an escalation point and to integrate efforts across multiple service providers.
Participate in the coordination of Problem investigation and root cause analysis, leading to effective resolution.
Proactively manage and improve service performance, driving delivery across relevant service lines and suppliers, finding opportunities to drive continuous improvement.
Review and ensure impact assessments have taken place for any and all planned Changes, and that Releases are appropriately coordinated and have the requisite approvals.
Liaise with Service Transition & Assurance teams to validate that service acceptance criteria have been met prior to service commencement.
Ensure that the capture and ongoing maintenance of Knowledge artefacts are managed effectively.
Be responsible for the TCO of the services under management, ensuring that they deliver maximum value to abrdn, and they are in alignment with the agreed business strategy and budget.
Proactively engage and collaborate cross function with other technology and business functions, to ensure effective delivery against end to end service levels.
Ensure the services are delivered according to abrdn’s Risk Management Framework and complies with audit, risk and compliance obligations.
Oversee capacity and availability management plans and activities in order to protect live service.
Ensure effective reporting is in place to keep all the relevant parties informed on application portfolio delivery and performance.
Skills & Experience
Excellent knowledge of managing a service delivery function in respect to application maintenance and support.
Proven track record working in a senior management role in a large-scale enterprise environment, preferably within Financial Services.
Management of delivery via a strategic supplier where management and delivery teams are distributed and/or offshore technical teams within a highly regulated industry sector.
Experience managing vendors and strategic suppliers within a Service Integration and Management (SIAM) framework.
Strong stakeholder management skills.
Experience managing organisational change within a large-scale transformation programme.
Demonstrable experience supporting and building a world class IT function
Qualified to ITIL v3.0 Foundation or above
There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.
When you join us, your reward will be one of the best around, including 40 days annual leave, a 16% employer pension contribution, a discretionary, performance based bonus, private healthcare and a range of flexible benefits including gym discounts, season ticket loans and access to an employee discount site amongst many others. You can read more about our benefits here.
How we create value
Our strategic drivers are the foundations from which we deliver for all our stake holders: High Impact Intelligence, Enduring Relationships, Connections without borders and Future fit. You can find out more about our values here.
Our Inclusive Culture
We are committed to exploring the possibilities of working smarter. This means we’d like to hear from you, whatever way you like to work.
We have a long-term commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone. If you need assistance or a reasonable adjustment due to a disability please let us know as part of your application and we will assist. You can find out more about our inclusive culture here.
We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.
If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.
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