Senior Product Service Manager

We have an exciting opportunity for a Senior Product Service Manager in our Product Relationship Management team, reporting to the Lead Product Relationship Manager. The team deliver service management for Experian's Strategic products, and the role is based in Nottingham.
The primary focus of this role is to provide end to end service management for a set of Experian's products through the development of expert service knowledge. You will ensure that effective and efficient services are delivered to contractual SLAs and that the products are fit for service, when necessary creating and driving service improvement plans.
This is a internally facing role and you will be expected to develop and manage relationships with the relevant stakeholders. The role will also involve some external client exposure, supporting the Client Service Managers with your expert product knowledge.
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 internal and external customer satisfaction.
You will be an enthusiastic, pro-active and self-motivated individual with a strong ITIL background and an highly organised approach. We are looking for an individual with experience of leading the definition of operational models for business-critical products, with experience of both consumer and business facing solutions and can demonstrate following working practices in line with operational models underpinning those solutions.
Key Responsibilities

• Develop a detailed understanding of your products and services and how customers deploy these in their infrastructure to understand the customer experience, understanding the customer journey of the clients/products you support
• Input to the creation of operational models and identify gaps and improvements to ensure a robust model exists

• Influences internal and external stakeholders to ensure a fit for purpose operational model exists, challenging processes, policies and models where appropriate.
• Ensures mechanisms are in place to measure and track the performance of the operational model.
• Reviews service to identify any single points of failure / opportunities to improve resilience.

• 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
• Working with the Client Service Managers to understand their client roadmaps and that the requirements are understood and effectively communicated back into the Product teams for further service improvement.

• Reviews consumer complaints and queries to identify service improvement opportunities.
  Use a matrix management approach to progress outstanding issues / get resolutions
• Resolve issues in a timely fashion, and understand when to escalate to resolve issues both at a hierarchal and functional level.
• Attend service reviews with the Client Service Managers as the Product SME where necessary and ensure all owned actions are pursued.
• Manage escalations from stakeholders
• Build and maintain strong relationships with internal suppliers, in particular the product managers and ensure a focus on non-functional requirements.
• Negotiate and agree product OLAs and SLAs and provide input into underpinning contracts, and ensure services are provided in accordance to SLAs
• Prepare and present monthly statistics around SLA performance for both external and internal consumption.
• Become a trusted contact for your product base.
• Co-ordinate and compile timely and relevant dashboards and reports to a high professional standard for onward client facing reports.
• Carrying out trend analysis on incidents and implement SIPs if necessary
• Ensure consistent communications with regard to Experian products are sent both internally and externally (where applicable).
• Carry out regular internal Product Service reviews with internal stakeholders (Product and technical support teams)
• Participate in Major Incident resolution and post incident reviews and activities where pertinent to your products. Feed the information to the Client Service Managers in an easily understandable and digestible way that can feed into client facing reports
• Represent your products for CAB approvals
• Drive customer focus, service excellence and ultimately the product users / customers' satisfaction, and set the benchmark for these for your fellow team members and internal stakeholders

Role requirements
Essential:

• ITIL Qualifications (Foundation,)
• Strong client focus with excellent active listening skills
• Strong communicator who is able to discuss operational issues, challenge the norm and influence through to director level.

• Ability and confidence to communicate at all levels internally and externally and explain complex issues in clear, concise, persuasive language both verbally and in writing Empathetic and with strong interpersonal and influencing skills
• Highly adaptable and flexible.
• Able to adjust quickly to new situations and changing priorities
• Ability to handle conflict and manage resolution
• Excellent ability to lead others, through a matrix management approach, to resolve complex problems
• Strong operational knowledge of ITIL with particular focus on transition, operational and CSI areas
• Experience in managing internal stakeholder/supplier relationships

• Has a strong technical understanding - will need to work closely with technical teams.

• Creation and implementation of Product Service Level Agreements and Operational level Agreements
• Able to identify and deploy process efficiencies
• Experienced in owning and delivering client-facing and internal stakeholder service reviews
• Experience of owning/running service improvement activities
• Experience in implementing best practice service management processes
• Excellent analytical skills
• Comfortable working in an environment where priorities can quickly change

Desirable

• Educated to degree level or similar
• ITIL expert (ideally V3)
• Knowledge of compliance and information security regulations
• Project co-ordination experience
• Ability to plan and deliver activities at both a strategic and detailed level, ensuring delivery on time and quality

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
• 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
Experian unlocks the power of data to create opportunities for consumers, businesses and society. At life's big moments - from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers - we empower consumers and our clients to manage their data with confidence so they can maximise every opportunity.
We gather, analyse and process data in ways others can't. We help individuals take financial control and access financial services, businesses make smarter decisions and thrive, lenders lend more responsibly, and organisations prevent identity fraud and crime.
For more than 125 years, we've helped consumers and clients prosper, and economies and communities flourish - and we're not done.
Our 16,000 people in 37 countries believe the possibilities for you, and our world, are growing. We're investing in new technologies, talented people and innovation so we can help create a better tomorrow. Learn more at .