Service Manager

Legal & General (L&G) is a leading UK financial services group and major global investor. 

We’ve been safeguarding people’s financial futures since 1836, and strive to build a better society, while improving the lives of our customers and creating value for shareholders. 

We are one of the world’s largest asset managers and provide powerful asset origination capabilities. Together, these underpin our retirement and protection solutions: we are an international player in pension risk transfer, in UK and US life insurance, and in UK workplace pensions and retirement income.  

Our Group Functions provide the services that all areas of the business need. This requires a talented and diverse team behind the scenes, who enable everyone at L&G to do what they do best.  

Joining us means helping to improve the lives of our customers and contributing to the success of the business every day. 

Are you passionate about delivering exceptional IT services and building strong relationships across business units? We're looking for a proactive and customer-focused Service Manager to join us in Hove!

In this pivotal role, you'll be the go-to person for a portfolio of Business Units, ensuring all IT services meet or exceed agreed SLAs and OLAs. You'll collaborate closely with IT Partners and support teams to deliver a seamless, high-quality experience — acting as the primary liaison between Group CTO and the business.

What you’ll be doing:

• Ensuring all IT services delivered by Group CTO and its IT Partners meet or exceed agreed service levels and acting immediately when service falls below expectations
• Managing service governance by holding regular service reviews with ITSMs, documenting actions, and initiating Service Improvement Plans where required
• Acting as the primary contact for Group CTO when service does not meet business expectations and serving as an escalation point for incidents or problems requiring priority changes
• Ensuring appropriate SLAs or OLAs are in place for all production environments and effectively communicating and managing issues and opportunities impacting production technology services with appropriate governance
• Maintaining a performance reporting framework to demonstrate the effectiveness of the Service Management function and the cost of Technology Services, identifying areas for improvement, cost optimisation, and service uplifts, and owning components of the Technology Service Management improvement portfolio
• Representing Group CTO service performance and ensuring the business is informed of major initiatives driven by Group CTO while keeping Group CTO aware of major BU transformation activities
• Delivering services cost-effectively and ensuring service costs are transparent and understood by the business

Who we’re looking for:

• You'll be well versed in Service Management methodologies, operating at a Senior and Exec level
• A strong track record of building effective relationships to ensure approved agreed delivery plans
• You'll also be highly skilled and experienced at negotiating conflict and problem-solving to achieve win-win outcomes at executive levels
• An exceptional ability to lead change using positive and collaborative methods
• Experience of working in Financial Services or any other regulated industry
• ITIL Practitioner/Expert, ISO/IEC20000, SIAM, COBIT ITSM Management Frameworks

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance -related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Healthcare Plan (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice (permanent employees only)
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

At L&G, we believe it's possible to generate positive returns today while helping to build a better future for all. 

If you join us, you’ll be part of a welcoming, inclusive culture, with opportunities to collaborate with people of diverse backgrounds, views, and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We care passionately about outcomes rather than attendance and are therefore open to discussing all kinds of flexible working options including part-time, term-time and job shares. Although some roles have limited flexibility due to customer demand, we accommodate requests when we can. 

It doesn’t matter if you don’t meet every single criterion in this advert. Instead, think about what you excel at and what else you can bring in terms of strengths, potential and connection to our purpose.