Working hours:35 hours per week, Monday to Friday
Duration: 3 month contract (Outside IR35)
Location:Gloucester
About the role
Benefact Group are looking for aService Management Specialist to join our Gloucester office.
Key responsibilities
- Lead the end-to-end service design and transition design of the new SaaS ERP solution from implementation to operational support.
- Develop and document the ERP Service Model, Service Catalogue, and Support Structure.
- Define and implement Service Level Agreements (SLAs), Operational Level Agreements (OLAs), Experience Level Agreements (XLAs), and Key Performance Indicators (KPIs).
- Provide input into Non-Functional Requirements (NFRs), including performance, availability, scalability, resilience, security, and compliance considerations.
- Review contracts and input where necessary to ensure our requirements are adequately catered for.
- Implement service reports, including incident trends, SLAs, and system performance.
- Work closely with Finance, Group Technology, and Vendor Teams to ensure service readiness before go-live.
- Establish a Service Transition Plan, ensuring smooth handover from project teams to operational teams.
- Conduct risk assessments, define Operational Resilience, business continuity and disaster recovery (BC/DR) requirements and ensure contracted services are at a compliant level.
- Define how the day-to-day service delivery of the SaaS ERP solution will operate, ensuring operational performance meets business needs.
- Document how the ITIL-based Service Management Processes, including Incident, Problem, Change, and Release Management will be adhered to in preparation for go-live.
- Work with ERP vendors to ensure adherence to contractual SLAs and support commitments.
- Look for opportunities to redefine the current operational processes and drive modernisation, for example through streamlining and automation.
- Advise on opportunities for AIOps and monitoring tools to track ERP system health, performance, and user experience (as required).
- Develop service performance dashboards for IT and business leadership.
About us
Benefact Groupis a unique international financial services Group made up of over 30 businesses. We are owned by a charity and are currently the UK’s 3rd largest corporate donor, having given away £200 million since 2016. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.
We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.
At Benefact Group, we are committed to creating aninclusive culture and building an environment where each and every one of usfeels valued and respected. We are a community made up of people with arange of different backgrounds, abilities, perspectives, beliefs and interestsand we value the strength this brings to us as a Group. We welcome applicationsfrom everyone.
If you need any additional support during therecruitment process, then please let us know.
