Bestinvest - Service & Support Manager

Tilney Smith and Williamson
Bracknell, United Kingdom
25 May 2022
09 Jun 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Tilney Smith & Williamson is the UK's leading integrated wealth management and professional services group. With £56 billion of assets under management (as of November 2021), we rank as the third-largest UK wealth manager measured by revenues and the sixth-largest professional services firm ranked by fee income (source: Accountancy Age 50+50 rankings, 2021).

We are driven by our purpose to place the power of good advice into more hands for both individuals and businesses. Our purpose is supported by our 3 core values:

Personal - we treat you as an individual

Partnership - we go further together

Performance - we strive for more

What will you be doing?

We are looking for a Service and Support Manager for our award-winning Bestinvest service, which is a next-generation trading platform. This role is required to ensure the smooth running of the service across client service, operations and technology; manage support teams and processes; and to manage incidents as they arise. The successful candidate will have responsibility for managing support teams and ensuring appropriate MI is in place to manage the service.

The role includes acting as the interface for the services provided by 3rd-party suppliers; being an escalation point for IT matters (supported by mechanisms to engage system specialists within the company and the 3rd parties); enabling the identification, definition and implementation of IT policy and best practice within the company.

As a Bestinvest - Service & Support Manager, some of your responsibilities will be:
  • Reporting & senior-level liaison: Ensure that any service breach is suitably recorded and described before it is closed; attend Project Support Meetings making sure that the Operational Readiness documentation is completed, working alongside Infrastructure and Service Management; attend Service Review meetings with vendors representing the Support teams; be a point of escalation for Team Leaders and Support Analysts; produce metrics for service performance and customer satisfaction both on a regular and an ad hoc basis; ensure regular reporting on key service performance and quality metrics (in relation to incident management); create publications for use throughout Tilney Smith & Williamson, e.g. training material
  • Incident management: provide support for Incident Management process and be accountable for its effectiveness; coordinate activities across multiple support groups to ensure efficient and holistic approach to incident resolution; analyse incidents to identify service restoration actions to be taken; assist with classification and prioritization of incidents; assist others with identifying the impact of incidents; keeping affected business partners informed about progress during incidents
  • Problem management: co-ordinate and promote the effective functioning of problem management activities across the Service Desk, Desktop and Application Support; ensure resources are assigned to work on Major Incident working alongside the Service Management team; examine potential areas for service improvement and raise proposals with senior management, via the raising of Change Requests.
  • Change management: act as process owner for the IT Change management process, overseeing its execution day to day by the IT Service Analyst; act as SME for the IT Change Management process and be responsible for ensuring audit compliance activities and continuous service improvement and stakeholder engagement
  • Hardware Asset Management (HAM) and Software Asset Management (SAM): design and Implement Hardware and Software Asset Management Processes that meet TS&W's changing strategy around EUC and Cloud first approach to services; act as process owner for the HAM and SAM processes, overseeing its execution day to day by an IT Service Analyst, and implement a governance framework for ensuring process compliance; act as SME for the HAM and SAM processes, being responsible for ensuring audit compliance activities and continuous service improvement and stakeholder engagement
  • Staff management: line manage an IT Service Analyst; in liaison with Team Leaders and HR, manage Service Desk department recruitment, personnel, welfare and disciplinary matters; conduct Appraisals for direct reports and ensure they are completed for all Support analysts
  • Training & development: provide guidance on Incident, Change, HAM, SAM and Problem Management to all support staff and assist in their training and knowledge development; review and improve the accuracy and content of the Service Management System knowledge base

To be successful in this role, you should have:
  • ITIL Foundation (essential), relevant ITIL Intermediate qualifications (desirable)
  • Proven capabilities of team and task leadership, resource management and planning skills
  • Proven ability to focus on service and its continuous improvement, documentation and reporting skills
  • Good commercial and contract awareness skills
  • Availability to travel to support service and business needs at the regional sites and elsewhere as required, out of hours availability for incident escalation on a rota basis as required to provide 24*7 service support

As a colleague here at Tilney, Smith & Williamson, you will have access to benefits that include:
  • Competitive salary
  • Private medical insurance
  • Life assurance
  • Pension contribution
  • Hybrid working model (role dependent)
  • Generous holiday package
  • Option to purchase additional holiday
  • Shared parental leave

We value the differences that a diverse workforce brings, representative of our society and clients. We are committed to providing a work environment where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment.

If you need any reasonable adjustments for your application process, please let your recruiter know.
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