Business Service Manager

Phoenix Group is seeking a Business Service Manager to join their Service Operations team in Technical Service Operations. The role involves overseeing IT applications and services to ensure they align with business needs. The successful candidate will act as a liaison between IT and business units, engaging with stakeholders and managing service delivery. This permanent position offers flexibility, a competitive salary of £55,100 to £70,000, and numerous benefits including a bonus scheme, private medical cover, and extensive annual leave. Phoenix Group values diversity and encourages applicants from all backgrounds.

The Business Service Manager is responsible for overseeing the delivery and management of IT applications and services that support business operations. This role acts as a bridge between IT and business units, ensuring that IT services and applications align with business needs, deliver value, and support organisational goals. The BSM works closely with business stakeholders, IT teams, and external vendors.
We have an incredible opportunity to join us here at Phoenix Group as a Business Service Manager to join our Service Operations team in Technical Service Operations.
Job Type: Permanent
Location: This role could be based in either our Birmingham, Telford, London or Edinburgh offices with time spent working in the office and at home.
Flexible working: All of our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.
Salary and benefits: £55,100 – £70,000 plus 16% bonus up to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more
We want to be the best place that any of our 6,600 colleagues have ever worked.
We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.
The role
The Business Service Manager is responsible for overseeing the delivery and management of IT applications and services that support business operations. This role acts as a bridge between IT and business units, ensuring that IT services and applications align with business needs, deliver value, and support organisational goals. The BSM works closely with business stakeholders, IT teams, and external vendors.
Key Responsibilities:
– Business Relationship Management: Actively maintains a relationship with the business at an operational level and acts as point of escalation related to IT operational service issues and requests. Participates in audit activities and provides evidence (CSA, COBIT, ISO20000). Communicate any major changes/outages (Service Variance) having business impact to business stakeholders. Records outage information in Service Now for critical services outages to derive monthly availability Works in conjunction with the relevant teams to ensure sufficient service & support documentation is in place prior to a service going into production (Service Transition).
– IT Service Alignment and Delivery: Ensure IT services are aligned with business objectives and deliver value. Collaborate with IT teams to design, deliver, and manage IT services tailored to business needs. Monitor service performance and ensure adherence to agreed SLAs.
– Stakeholder Engagement: Act as a trusted advisor, providing guidance on IT capabilities and solutions.
– Risk and Issue Management: Identify and address potential risks or challenges in IT Service Operations. Work with IT and business teams to resolve escalated issues.
What are we looking for?
– Understanding of the interlocks between the different elements of the ITIL Framework
– Proven experience working as a Business Service Manager with substantial experience in IT Service Manager.
– Skilled in translating complex IT concepts into easy to understand business messaging
– Skilled at managing complex IT Incidents
– Demonstrable experience of acting as the face of IT to internal and external stakeholders
We want to hire the whole version of you.
We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
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