Description
About GBG
GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them intelligence to make the best decisions about their customers, when it matters most. Every second, our global data, agile technology, and expert teams, power over 20,000 of the world's best-known organisations to reach and trust their customers.
Why you should be@GBG
Reach
The precision of location data is critical to businesses that need to know exactly where their customers are so they can reduce failed deliveries, share great customer experiences and remove unnecessary costs. We provide the unique insight to know locations as well as the people who live there, because we understand global addresses better than anyone else. This means our customers have confidence that their products and services will arrive in time and to the right location In the race to serve global customers, we exist to help every business in the world, reach every customer in the world.
Trust
When a digital business grows, most customers are genuine. However, many are fraudsters who manipulate identities to gain illegitimate access. We give our customers unique insight to decide which are trustworthy and which are fraudulent, because we understand identity better than anyone else.This means businesses can confidently onboard good customers, reward great customers and reject fraudsters. In the fight against Identity, Fraud, trust is key, so the more you can know and the earlier you know it, the better decisions you can make.
The team
Our Service Management team deliver quality of service and products to our customers ensuring that they get value for that service. The team manage the Service Lifecycle of our products and all associated service management activities. Our vision is to provide the best customer experience possible.
The role
Reporting to the Head of Service Management and working with Senior Service Managers, the Service Manager is responsible for managing the service lifecycle of our products in EMEA using modern Service Management practices in a fast paced delivery environment. Working closely with Customer Support, wider Technology and Operations team as well as the wider business including Sales and Professional Services, you’ll provide the Service Management aspects of our product offerings (primarily Loqate products).
Always seeking to improve and deliver service excellence for both our external and internal customers.
What you will do
- Deliver Service Management across supported products including Incident, Change, Problem, Event management.
- Work closely with wider Technology and Operations to support product roadmap delivery and operations from a Service perspective.
- Support delivery of wider Global Service and Operations roadmap items and your own teams improvement plans.
- Build strong working relationships with internal and external stakeholders including the Customer.
- Manage suppliers effectively working on all Service Management aspects to ensure an excellent service for our Customer.
- Maintain metrics and insights to track performance, analyse trends, recurring issues and SLA achievement and uptime data of GBG Products and its suppliers to drive improvements.
- Support the transition of products in and out of service.
- Track and respond to trends or changes in SLAs, Changes, Incident, service to customers or from suppliers.
- Communicate effectively to customers and internal stakeholders on Service related matters e.g. changes, maintenance, new features or incidents.
- Provide 24 x7 support rota for major or high priority incident management.
- Perform daily maintenance activities in supporting the Service Management practices
Requirements
What are we looking for
- Experienced in service management practices including incident, problem and change management
- ITIL V4 Foundation, experience across the breadth of ITIL service management practices
- Service Management Tools including Jira, Office 365 and Power Automate
- Good communication skills, crucial for managing incidents and coordinating with teams.
Behaviours we'd like to see
Benefits
To find out more
As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender race/ ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch.
You can also check out our career site here. Why not apply and make life@GBG work for you?
