Lead Product Service Manager

We have an exciting opportunity for a Lead Product Service Manager (Equivalent to "Head of") in our Service Management function, reporting to the Director of Service Relationship Management. The team deliver service management for Experian's strategic clients and products, and the role is based in Nottingham.
The primary focus of this role is to introduce and embed the delivery of end to end service management for Experian's B2B products through the management of a team of Product Service Managers (PSMs) who will develop expert product knowledge from an ITIL perspective. You will ensure that effective and efficient services are delivered to contractual SLAs and that the products are fit for service, defining and driving service improvements, both reactive and proactive. This role will involve some customer activity and you will be expected to manage relationships with the relevant strategic clients through escalation from your team or the business.
You will be an integral part of a customer focussed culture in an environment where you are encouraged to be creative in solving problems and develop innovative ways to enhance and improve the services. You will be dynamic and have a track record in identifying and achieving improvements in service delivery and customer satisfaction.
We are looking for an IT professional with experience in delivering to external clients and committed to delivering continuous service improvement. You will be an enthusiastic, pro-active and self-motivated individual with a strong customer focused ITIL background and highly organised approach.
Key Responsibilities

• Responsible for the definition and enactment of the UK&I Product Service Management approach
• Internal and external reporting of client status and service performance where it relates to strategic products within the remit of PSM
• Accountability for progression and completion of SIP and CSIP activity
• Support the definition of service level agreements (SLAs) related to contracted services and internal OLAs supporting these
• Challenge internal functions to proactively and reactively eliminate service failures, the underlying causes of failures and feed into prioritisation activities
• Build effective relationships with Experian UK&I Service Delivery Managers, product teams and support teams
• Develop links with Service Strategy and Design to bring the product considerations into the development of the service portfolio
• Direct/lead the activities and workloads of Product Service Management resources
• Ensure Product Service Managers undertake their activities and engagements in an open and ethical manner compliant with all applicable Experian policies and standards
• Ensure PSM is represented on the Experian UK&I Change Advisory Board
• Identify, agree and drive the delivery of opportunities to improve overall service performance
• Support and, as required, deputise for the Director of Service Relationship Management
• Proactive and reactive engagement with clients to understand their plans, risks, challenges and strategic and operational needs and feed these back into the organisation
• Ensure service commitments for products are defined, agreed and delivered
• Assist customer-facing teams to provide agreed services and service levels by educating them on product pipeline, initiatives, issues and improvements
• Implement a robust Risk and Issues process. Record significant failures, risks and threats on appropriate risk logs and escalate where necessary.

Role requirements
Essential:

• Experience of operating as a Service Manager in a large, complex and matrixed corporate environment
• Strategic approach
• Ability to lead and know what it takes to provide World Class Service
• Excellent people skills and management practices with the ability to motivate and inspire others
• Commercial and political acumen
• Influential communicator with excellent persuasion and negotiation skills
• Strong knowledge of ITIL disciplines and processes, ITIL certification is preferred
• Good technical understanding
• Proven track record of achieving outstanding results within Service Operations environment
• Able to display a resilient and adaptable style with a track record of remaining calm in demanding circumstances
• Excellent attention to detail and a meticulous eye for identifying inconsistencies / inaccuracies
• You are expected to have experience working at a senior level in a large corporate organisation

• You should be able to effectively influence clients, managers, suppliers, peers and subordinate

Desirable

• Educated to degree level or similar
• ITIL expert (ideally V3)
• Knowledge of compliance and information security regulations

Benefits
Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.
On top of your base salary, we offer:

• Performance related bonus scheme
• A car allowance/scheme
• 25 days' annual leave (plus the ability to purchase 5 additional days)
• Generous contributory pension
• Opportunity to buy shares with the company share-save scheme
• Life assurance
• Medical and Dental cover
• Retail discount schemes
• 3 Community involvement days per annum

We also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.

About Experian
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft. In 2015, we were named by Forbes magazine as one of the 'World's Most Innovative Companies'.
We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and S??o Paulo, Brazil.
Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Total revenue for the year ended 31 March 2016 was US$4.6 billion.
To find out more about our company, please visit or watch our documentary, "Inside Experian."