Senior Product Service Manager (IDaaS)

17 Jun 2017
30 Jun 2017
Contract Type
Full Time
A Senior Product (IDaaS) Service Manager required by Experian for a permanent role based in Nottingham.
Being the leader in UK Identity is one of Experian UK's key strategic goals. Identity as a Service (IDaaS) is a relatively new service that will support this goal.
IDaaS is a hosted multi-tenanted web service which provides a simple way for consumers to verify their identity online and get access to digital services. IDaaS has been created through a Rapid Innovation approach where delivery of new features and enhancements quickly in a competitive market is key to its success.
In an environment where transactions equate to revenue, ensuring service availability / reliability is essential. As the IDaaS Service Manager, you would hold overall responsibility for the support elements of the service.
You will fully appreciate that IDaaS is primarily used by consumers for accessing the services they need (e.g. government services such as Self-Assessment or via MSE to access credit reports) and the importance of providing them with a world class service. You will also be cognisant that consumer volume is passed to us via our business clients driving a strong need for both D2C and B2B support.
You will strive to deliver a world class service offering for our customers by ensuring a robust operational model exists that allows incidents and issues to be quickly diagnosed and resolved with minimal impact. You will need to influence operational stakeholders and managers to adapt models, processes and policies so they are fit for purpose. You will ensure new clients and product features are seamlessly on-boarded operationally. You will also drive service improvement through an ongoing evaluation process. This will include reviewing MI, helpdesk performance and post incident review findings to ensure they are incorporated into product roadmaps and operational processes.

Key Responsibilities:

Operational Model Definition
Reviews current operational model and identifies gaps and improvements to ensure a robust model exists for IDaaS.Influences internal and external stakeholders to ensure a fit for purpose operational model exists challenging processes, policies and models where appropriate.Gains approval from all stakeholders for the target operational model and develops credible plans to achieve it.Ensures SLA's and OLA's are agreed and in place that underpin client contractual SLA's for the e2e service.Ensures all parties involved in the operational model understand their roles and responsibilities. Makes sure tooling is fit for purpose, procedural documentation is accurate and training needs are met.
Service Transition
Takes a lead in preparing operational teams for new client on-boarding and delivery of new product features.Ensures agreed service transition processes and documentation are completed in timely fashion to enable seamless handover.Works closely with development and operational teams to ensure change management processes are followed.Influences operational stakeholders to agree and protect release dates.Actively involved in reviewing new supplier contracts to ensure they underpin the overall support offering and client SLA's.
Service Evaluation & Improvement
Ensures mechanisms are in place to measure and track the performance of the operational model.Proactively seeks to improve the service offering by reviewing trends in MI and incidents.Monitors supplier SLA's to ensure compliance and identifies any breaches.Actively participates in post incident reviews to identify improvements to the software and / or operational processes. Takes a lead in ensuring these improvements are actioned.Works closely with our consumer facing helpdesk to review call drivers, performance, training gaps and product issues that allow process and tooling improvements to be made.Actively participates in capacity reviews ensuring the underlying infrastructure supports volumes / performance expectations across the current and future IDaaS customer base.Reviews service to identify any single points of failure / opportunities to improve resilience.Reviews consumer complaints and queries to identify service improvement opportunities.
Working with Other Teams
Supports client facing teams and participates in client service reviews.Works closely with product, development and testing teams to ensure operational requirements are fed into the roadmap. Seeks to embed operations into development processes to improve communication ease transition of new clients and features into support.
Requirements / General Skills & Experience:
Has experience of leading the definition of operational models for business critical systems.Has experience of both consumer and business facing solutions and can demonstrate management of the operational model underpinning those solutions.Strong communicator who is able to discuss operational issues, challenge the norm and influence through to director level.Able to work in a fast paced and pressured environment to ensure release dates are met. Comfortable working in an environment where priorities can quickly change.Has a strong technical understanding - will need to work closely with technical teams.Strong client focus with excellent active listening skillsAbility and confidence to communicate at all levels internally and externally and explain complex issues in clear, concise, persuasive language both verbally and in writingEmpathetic and with strong interpersonal and influencing skillsHighly adaptable and flexible. Able to adjust quickly to new situations and changing prioritiesAbility to handle conflict and manage resolutionExcellent ability to lead others, through a matrix management approach, to resolve complex problemsStrong operational knowledge of ITIL with particular focus on transition, operational and CSI areasExperience in managing external and internal stakeholder/supplier/client relationshipsCreation and implementation of Service Level Agreements and Operational level AgreementsAble to identify and deploy process efficienciesExperienced in owning and delivering stakeholder service reviewsExperience of owning service improvement activitiesExperience in implementing best practice service management processesExcellent analytical skills

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 scheme25 days' annual leave (plus the ability to purchase 5 additional days)Generous contributory pensionLife assuranceMedical and Dental coverRetail discount schemes3 Community involvement days per annumWe 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."

Salary: . Date posted: 17/06/2017