Junior Service Manager

Role Overview

The Junior Service Manager will own and deliver small scale services, or will take responsibility for a component part of a large service under the direction of a (senior) delivery manager, to client and Sopra Steria cost, risk, quality and service performance targets. They will proactively manage service delivery in terms of its contribution to Sopra Steria business performance, productivity, account profitability, sustainability and growth. Typically these services will include systems; applications, technical infrastructure, business process and IT service provision, using multiple delivery channels.

Key Responsibilities

• Understands Sopra Steria business directions and supports strategic revenue growth targets and achievement of operating margins by successfully managing services and leveraging Sopra Steria offerings, leading to business growth with improved client satisfaction and value for money
• Understands client’s business needs for change, innovation and transformation, how value is perceived by the client, and client challenges; promoting how Sopra Steria can address those challenges with innovation and creativity
• Supports business development activity, through contributing to the service shaping and business case creation; including cost, commercial and contractual viability and identification of risk levels
• Communicates (written and spoken) with business stakeholders, perceived as a business enabler
• Assures new/transitioning services, and projects/changes to services, are fit for purpose, set-up for successful service delivery with minimal impact to existing services, with formal acceptance into service
• Supports production and maintenance of detailed service definition, including scope and deliverables for agreement with ‘client’ (may be internal or external)
• Ensures that appropriate service delivery performance indicators are implemented in order to monitor and measure the service delivery against contract/SLA and expectations, and to demonstrate Sopra Steria’s achievements to the client, optimising use of tools for efficiency and cost effectiveness
• Establishes service budget with full understanding of the cost base, gains acceptance of cost, revenue and margin targets and manages to these agreed parameters, proactively identifying and driving any opportunities for cost-efficiency. Produces accurate forecasts of future performance and reports on variance against forecasts
• Is fully aware of client contract and ensures that all services are delivered in accordance with agreed scope to meet the client’s contractual and Sopra Steria’s requirements in delivering to acceptance criteria, timescales, financial measures, quality measures, standards, service levels and contractual arrangements including change controls, taking corrective actions when necessary
• Ensures that the Sopra Steria teams and personnel are managed effectively, deliver to the required quality and are perceived by the client as offering added value by adopting a proactive and innovative approach to continuous service improvement
• Drives continual proactive improvement and innovation for service delivery, focusing on improving productivity, performance and client satisfaction, reducing cost to deliver and risk, through leveraging new digital technology and automation
• Undertakes effective client engagement and stakeholder management during service, establishing strong working relationships, and reports and escalates in a timely manner to both the client and Sopra Steria, initiating corrective action where required
• Ensures effective supplier engagement and management, aligned to client and supplier contracts, and escalates in a timely manner to client and Sopra Steria, initiating corrective action, where required