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Job ID9084BR
Job TitleService Run & Improvement Manager
Position TypePermanent
Business BrandHome Credit
DepartmentIT Support
SalaryUp to £48,000 +Car alloowance +Bonus +Pension
About Us
About Us

Established in 1880, PFG is one of the UK's leading suppliers of personal credit products to the non-standard lending market. We are a FTSE 250 company that provides a portfolio of products designed to meet the particular needs of those who want credit products, however are unable to obtain them through mainstream products and services. The group is made up of Provident Home Credit, Satsuma Loans, Vanquis Bank and Moneybarn.

Why Provident?

Provident is currently undergoing large transformational change within the Consumer Credit section of the business. Now is an exciting time to be part of the Tech & Change function as we mould the future of the business and more importantly how we continue to keep our customers at the heart of everything we do.

We are very excited about our future and the road map ahead of us.

We have a unique opportunity for an experienced Service Run & Improvement Manager to join our Bradford Head Office. You will be responsible for the day to day running of the IT Service for Incidents, Problems, Service requests, knowledge management, Service run reporting, and serve as the strategic, tactical and operational lead on the IT run estate

About the Role

Key Accountabilities

  • Lead, engage and motivate the team to deliver business objectives
  • Facilitate analysis where appropriate and conduct change consultancy to prepare improvement plans
  • Create dashboards and reports for the business unit in relation IT service with monitoring and tracking delivery metrics (incident, problem, SRs, knowledge and SIP)
  • Undertake Supplier management for the respective ITIL disciplines
  • Responsibility for a small team of incident, service request, SLM
  • Responsibility for the ownership and coordination of actions relating to IT Problems, Incidents, Service requests, Knowledge and SLM
  • Single point of contact for IT Knowledge Management and take responsibility for the ownership and coordination of actions and publishing knowledge articles
  • Single point of contact for all Problem management related work and take responsibility for the ownership and coordination of actions relating to IT Problems
Skills and Experience
Ideal Candidate

Alongside the core values that Provident look for in all employees, we expect you to have worked within large scale IT functions with knowledge and understanding of Incident/Problem Management.

You will have a solid understanding of key drivers for Service/Operational Performance/Service Management, as well as the use of technology to deliver continuous improvement

Experience with incident, problem and knowledge management tooling is also essential