We are excited to be expanding our team within Asda Business Services, specifically Omni Channel Customer Support and are looking for a Service Management Lead to support with the ongoing growth of the department.

About This Role

The Service Management Lead role ensures the successful design and implementation of the Service Delivery Model within the functional area of Asda Business Services.

The Service Management Lead will work with the Senior Manager and leadership teams in designing and implementing the services and the required delivery and management capabilities (people, process and technology) that are needed to operate and provide the services effectively.

What You Will Do

• Lead the documentation and obtain approvals from stakeholders of the Service Management Framework e.g. service definitions, process documentation, service agreements & measurement, service charging mechanism, interaction models, workflows, escalation models, governance etc
• Implement standard ABS Service Management Framework and service performance governance forums
• Design and implement the enabling delivery processes.
• Accountable for implementation and maintenance of the service delivery model documentation, and other service knowledge management deliverables covering a RACI detailing who is responsible, accountable, consulted and informed for each of the services and processes in scope.
• Support in developing the training needs analysis, content and the required training programmes.
• Support in getting ABS functional and stakeholder teams ready for the change resulting from the implementation of the service management frameworks and delivery models
• Responsible for the creation of performance review reporting and facilitating agreed Service Performance Governance and stakeholder review sessions.

How You Will Do It

Knowledge.

• Process improvement
• Service Management principles
• Financial acumen

Communicating and Influencing.

Ability to communicate with stakeholders in a clear and concise manner. Uses insights to influence stakeholders thinking and support in the creation of business cases that drive business change.

Freedom to Think and Act.

Supports the SM Service Management and Omnichannel Optimisation in ensuring the end-to-end service management, planning, governance and budgeting for the OCS function is delivered aligned within agreed SLAs and guardrails. Develops the design and continually improvement of the service management model.

Experience

• Service and process improvement.
• Project management.
• Leading a team through change
• Experience of a shared service environment would be an advantage.