Business Service Management Lead

An opportunity to help create a new Service Management function.
Experience across service catalogues, process mapping and operational resilience

About Our Client

A large international bank based in London

Business Service Management Lead Accountabilities & Responsibilities

Responsible for the creation of Governance including Policy, Framework, and Standards aligned to business services Strategy
Responsible for the creation of a number of BSM assets including the establishment of the firm's Service Catalogue which documents and defines all E2E services.
In collaboration with domain SMEs and other key stakeholders, responsible for defining standards and procedures for Service Operations including Mapping, Resilience and Continuity Third-Party Mgmnt, and Incident/Crisis/Comms/Problem Management.
In collaboration with Change & Transformation SMEs and other key stakeholders, responsible for defining standards and procedures for Service Change including demand identification, qualification, development of Business Cases, and support for Change Management and adoption into BAU.
Responsible for the creation, publication and delivery of BSM education and communication
Drive design and implementation of BSM MI including KPIs and KRIs which apply to all services and can be aggregated to provide the banks management with a consolidated view of all service performance, health, risk and resilience.
Support establishment and execution of governance fora including the Enterprise Operations Committee.
Support selection, design, validation and implementation of Service Management Tooling
Provide guidance to Service Analysts for the deployment and maintenance of BSM standards and tooling

Business Service Management Lead Knowledge, Skills, Experience & Qualifications

Professional Qualifications and/or strong experience in Enterprise Service Management (not just ITSM)
Knowledge and experience of having developed and maintained a firm-wide Service Catalogue within Financial Services.
Strong awareness of dependency management and service mapping
Excellent communication skills with the ability to tailor the delivery and content to the audience
Able to develop trust amongst sponsors, stakeholders and peers
Ability to balance strategic thinking with the reality of what is proportional, appropriate and operationally viable.
Ability to challenge stakeholders in the right way to clarify fact from perception
Ability to translate complex problems into simple solutions.
Experience of having worked within or supported the following service disciplines: Service Catalogue Management, Service Mapping, Service Resilience & Continuity Management, Service Third-Party Engagement Management, Service Incident Management, Service Problem Management, Service SLA Management, Service Capacity Management, Service Control Management, Service Reporting & MI, Service Change Demand Management and Service Change Management.
Experience of challenging and being challenged in order to shape the best outcomes.
Experience of working with or within Service Management, Business Architecture or Transformation functions beneficial.