Banking & Financial Services

Service Portfolio Manager

Not Specified

Role Purpose

The Service Performance Manager is accountable for the delivery of insight based service performance reporting for all Business Service customers against the Service Portfolio for Business Services operation; identifying trends through statistical analysis and gathering feedback in order to define and support process improvements through the Continual Service improvement process.

Key Accountabilities

Create and maintain a service performance reporting schedule setting out services received by each of Business Services’ internal customers along with the frequency of reporting, stakeholder/distribution audience and all applicable SLAs and associated data sources for service reporting.

Define the format of the service reports for each of the internal customers of Business Services and work with the Reporting & Analytics team to create the service reporting capability.

Using the service reports produced through the Reporting & Analytics team, analyse service performance and working with functional subject matter experts within Business Services:

add insight based commentary, identifying trends and improvement opportunities;

document root cause analysis of any service failures along with remedial actions; and

produce final service performance reports, ready for review with internal customers in line with agreed review frequency and content

Working with the Reporting & Analytics team:

collate, analyse and report on the aggregated Business Services performance in complaint management and customer experience/satisfaction

maintain data sources and reports to ensure delivery of credible, consistent and timely reporting and archiving of data; and

identify opportunities to improve the production of service reporting through automation.

Support the Service Portfolio Lead with the:

Service performance reviews with internal customers, ensuring that improvement initiatives identified in service reviews are acted upon and progress reports are provided to internal customers.

Design of service performance reporting for each internal customer based on the services and associated SLAs relating to services taken from the Business Services operation

Ongoing review of service performance SLAs and KPIs in place for internal customers to ensure that they remain current, effective and in line with the internal customers’ business drivers, adjusting service performance reporting as required.

Definition and promotion of a portfolio of service offerings through a Service Catalogue covering the scope of the Business Services operation; ensuring that all the information within the service catalogue is consistent with the information within the service portfolio; and that the information within the service catalogue is adequately protected and backed up.

General accountabilities also include:

ensuring that appropriate safety and ergonomic processes and methods are being utilised in all areas of work;

compliance with QinetiQ’s Code of Conduct / Operating Framework and safeguarding confidentiality, integrity and availability of company and customer information; and

supporting process quality assurance through process audits and quality checks assuring process adherence and resolving breaches along with feedback on process painpoints from process end customers and process practitioners

Key Capabilities / Knowledge

Technical expertise – Experience in operating within a Service Performance Management and/or Portfolio Management role within in a large, complex, distributed global or multi-national organisation. Strong understanding of process management, service performance reporting.

Commercial and Analytical thinking – commercially astute and possessing strong analytical skills, attention to detail, critically evaluating service performance through statistical analysis and then synthesising insights into a summary of improvement initiatives.

Communication skills – Excellent communication skills with the ability to work across multi-functional teams and businesses. Excellent written, verbal and presentation skills with ability to communicate effectively with technical and non-technical audiences, producing performance reports in line with business requirements.

Organisation skills – Demonstrable ability to organise own work and those of others. Well organised, able to prioritise, plan, balancing priorities whilst being committed to meeting deadlines and managing expectations.

Relationship skills – Has experience of building relationships with stakeholders, customers and support teams and providing a strong agile service to all customers.

Essential Experience & Qualifications:

Demonstrable knowledge / 3+ years’ experience in roles that encompass Performance Management, Service Reporting and/or Portfolio Management responsibilities

Knowledge of industry standard performance monitoring methodologies required including Lean/6 Sigma

Hands-on experience in designing, building and implementing analytical environments and business intelligence solutions with understanding of relational databases, data modelling techniques

Microsoft Office suite including Teams, Sharepoint and other presentation based applications

Foundation qualifications of the ITIL V3 and V4 frameworks/ CSI

Experience in service management and service delivery environments including technical, service management and 24/7 operations exposure

Understanding of Agile methods and practices

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Why join QinetiQ?

As we continue to grow into new markets around the world, there’s never been a more exciting time to join QinetiQ. The formula for success is our appetite for innovation and having the courage to take on a wide variety of complex challenges.

You’ll experience a unique working environment where teams from different backgrounds, disciplines and experience enjoy collaborating widely and openly as we undertake this exciting and rewarding journey. Through effective teamwork, and pulling together, you’ll get to experience what happens when we all share different perspectives, blend disciplines, and link technologies; constantly discovering new ways of solving complex problems in an diverse and inclusive environment where you can be authentic, feel valued and realise your full potential. Read more about our diverse and inclusive workplace culture here.

Joining QinetiQ offers you an opportunity to work on a broad range of interesting defence-based projects with vast career progression across a global organisation in addition to competitive personal and professional benefits. You’ll receive a highly competitive salary and benefits package: our basic salaries are very attractive as we constantly review what’s happening in the market. The range of benefits that we offer include, adaptive and flexible working, generous holiday entitlements, Health Cash Plan, Private Medical Insurance and Dental Insurance and much more.

About QinetiQ

As a company of over 6,000 dedicated professionals, we are a world-centre of excellence in research and development and act as a catalyst for fast-track innovation, offering outstanding experimentation facilities, and technical, engineering and scientific expertise. QinetiQ is made up of dedicated experts in defence, aerospace, security and related markets, all working together to explore new ways of protecting what matters most. Being part of QinetiQ means being central to the safety and security of the world around us. Partnering with our customers, we help to save lives; reduce risks to society; and maintain the global infrastructure on which we all depend. Come and find out how you can play a role.

Please note that many roles in QinetiQ are subject to national security vetting. Applicants that already hold the appropriate level of vetting may be able to transfer it upon appointment, subject to approval. A number of roles are also subject to restrictions on access to information that mean factors such as nationality, previous nationalities held and the country in which you were born may have an effect on the roles that you can be employed in.

Employment Type Permanent

Advertiser Type Agency