Service Management Lead

Bristow Holland have an excellent opportunity for a Service Management Lead to join a growing SaaS business on a fully remote basis. 

The Service Management Lead will be the first hire into the team and will work directly with the VP, Operations to establish a cohesive Service Management framework, bringing together a number of effective but independent processes to strengthen the overall Service Management position. This is an excellent opportunity for a motivated self-starter to use their expertise and the full backing of Operations to shape the role and the team. 

Responsibilities:

• Bringing together effective but independent Change, Release, Incident and Problem Management processes under the ownership of a single team to improve efficiency and achieve truly holistic Service Management.
• Identifying gaps in the Service Management position across Engineering and Operations and developing plans to address those gaps inline with industry best practice
• Matrix management of key individuals across Engineering and Operations to achieve Service Management objectives.
• Spearheading post-incident response to identify opportunities for continuous improvement, creation of Incident Reports and problem management to ensure report recommendations are implemented in a timely fashion.
• Service Design for new products, features, systems and functionality.

Key Skills:

• Know Service Management best practice like the back of your hand, and can draw from various frameworks to create a “best of breed” approach to meet the needs of the business. 
• Are a motivated self-starter, able to proactively identify opportunities to do things better, quicker or more efficiently.
• Are keenly self-aware and know what you don’t know so you can identify those best placed to support you in delivering your objectives.
• Have excellent communications skills, are able to ingest technical information explained by our Engineers and translate that information into a format digestible by business users.
• Can build strong relationships and credibility with internal teams and identifying ways to support them as they support you.