Service Management Partner

Job Type: Permanent

Location: UK

Position: Finance Transformation Programme Lead and Service Management Partner

Reporting to: Chief Transformation Office - Finance

Flexibility: Permanent

Build a brilliant future with Hiscox

Key Responsibilities

• Support the design of end-to-end transformation solutions and lead on the implementation.
• Lead the design and implementation of global processes and centres of excellence.
• Define and implement service management strategies across a portfolio of services, ensuring alignment with business objectives and enterprise standards.
• Build strong relationships with senior business stakeholders to understand service requirements and expectations.
• Lead service governance forums and service reviews, ensuring accountability for service performance and continuous improvement.
• Oversee major incident and problem management processes, ensuring effective resolution, communication and root cause analysis.
• Drive the development and adoption of service management frameworks, policies and standards across the organisation.
• Identify and deliver service improvement initiatives for your area, ensuring measurable outcomes and alignment with strategic goals.
• Provide leadership and mentoring to Service Management Leads and Analysts, building capability and promoting a culture of service excellence.
• Collaborate with delivery, transformation and business teams to ensure services are designed for operational excellence and customer satisfaction.
• Support the development of service cost models and contribute to budgeting and forecasting processes.

Must Haves

• Strong experience in leading complex transformation programmes, preferably in finance and/or insurance.
• Significant experience in implementing best practice global processes.
• Significant experience in outsourcing service management leadership roles, ideally within a large or complex organisation.
• Strong influencing and negotiation skills, with the ability to engage at senior levels.
• Experience leading and managing cross-functional teams and third-party suppliers.
• Demonstrated ability to drive change and embed service culture.
• Strong analytical and commercial acumen.