Job Description

Service Management Lead

We’re looking for a Service Management Lead to join our team, to deliver a first class Managed Service to REPL’s strategic customers. You’ll be ensuring the full Service Lifecycle of processes and practices are in place, with all Service Managers and the Managed Service Team, to deliver value to the customer.

This position is a both a senior stakeholder facing and team management role and requires that you establish and manage expectations with customers, ensuring the Service Managers are aligned to the contractual obligations and drive the team to achieve those expectations to a high standard while always focusing on continuous improvement.

Your New Role

  • Service Management Framework ownership. You have an in-depth and working knowledge and experience of Service Management Framework (ITIL) principles and processes and fully own all in REPL, with the ability to apply your technical and service knowledge in managed services / project or programme activities.
  • Service focus. You can own and ensure maintained focus on the whole life of service delivery: from designing to developing to delivering and operating. You know how to ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.
  • Relationship management. You can identify, analyse, manage, and improve relationships with and between senior stakeholders. You know how to clarify mutual needs and commitments through consultation and consideration of impacts. By understanding and helping the stakeholders and customers, you can ensure that maximum benefit is gained from products and services.
  • Service Management and Governance. You own and ensure that a clear governance framework is in place with your service managers and customers, to ensure the standardisation of customer focused service review packs showing performance against SLA and KPI’s, customer and industry insights, Service Improvements and Risks.
  • Continual service improvement. You can identify and explore opportunities for service and business improvement utilised a defined Service Improvement Methodology. You know how to drive analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
  • Strategic thinking. You can take an overall perspective on the Managed Service Business and Service Management issues, events, activities and discuss their wider implications and long-term impact. This will include determining patterns, standards, policies, processes roadmaps and vision statements. You know how to focus on outcomes rather than solutions and activities.
  • Business and Technical understanding. This knowledge underpins your ability to deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of REPL Managed Service business / operational and technical knowledge.


What we’re looking for in you:

  • ITIL V3 or V4 qualification
  • Supply Chain / Retail experience.
  • A Strategic mindset with the ability to drive operational improvements
  • A passion for Service Improvement.
  • Senior Service Management or Support in a large-scale and diverse environment.
  • Excellent leadership and people management skills.
  • Willingness to support and mentor junior staff.

It would also be a bonus if you had:

  • Experience of managing 3rd parties and 3rd party delivered services.
  • Previous experience as a Team Lead or demonstrable experience in leading virtual, diverse teams.
  • ITIL V3 Expert of V4 Specialist
  • Six Sigma / CSIP experience



All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

What people are saying about us

"Love love love!

Current Employee - Analyst in London, England.

Pros: Fantastic culture, amazing flexibility, good rewards, varied work/projects, lots of extra-curricular activities/group.

Cons: Salaries competitive but not market leading, work life balance can be questionable at times.

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