Service Manager

Job Family Group:Transformation

Job Family:Consultancy

Job Purpose

Provides advice to management to enable strategic / tactical / decision making and execution, based on a good understanding of the organization's strategy, way of working and business architecture as well as an outside-in perspective. Diagnoses problems, design solutions and methods and tooling to operationalise solutions, and to contribute to transformations.

• Client Issue Diagnosis - Collate and conduct initial analysis of the information gathered through interviews and research to support the diagnosis of underlying client issues and problems and design of single solutions. (Level 6)
• Consulting Project Delivery - Research, collate, and analyze information as directed to identify key themes and deliver a limited range of standardized training and documentation or reports to support client projects and rograms. (Level 5)
• Consulting Project/Program Design - Contribute to and record the design of the project architecture, building on the initial proposal and the strategic interviews to develop a solution that meets the client's stated requirements and addresses any identified client issues. (Level 6)
• Industry Awareness and External Network - Support execution of market research to help identify innovative industry trends, disruptors, and new market spaces for emerging or new market opportunities. (Level 5)
• Information and Business Advice - Provide specialist advice on the interpretation and application of policies and procedures, resolving complex or contentious queries and issues and enabling others to take appropriate actions. (Level 5)
• Needs Assessment - Investigate questions relating to existing programs, processes and procedures. (Level 5)
• Operational Compliance - Identify, within the team, instances of non-compliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate. (Level 5)
• Personal Capability Building - Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. (Level 5)
• Project and Program Management Methods and Frameworks - Draft elements of project and program management frameworks and tools as directed, ensuring compliance with specified design principles. (Level 6)
• Project and Program Stakeholder Engagement - Deliver stakeholder engagement activities to support development of effective project working relationships and to identify and respond to stakeholder needs and concerns. (Level 5)
• Recommendations - Advise managers how to apply a wide variety of existing procedures and precedents. (Level 5)
• Solutions Analysis - Interpret data and identify possible answers. Involves navigating a wide variety of processes, procedures and precedents. (Level 5)

• Balances Stakeholders - Anticipates and balances the needs of multiple stakeholders. For example, ensures that own efforts meet the needs and requirements of internal and external stakeholders. Works to identify all relevant issues and satisfy the interests of multiple stakeholders during the decision-making process. (Level 1)
• Business Insight - Applies knowledge of business and the marketplace to advance the organization's goals. For example, has a sophisticated grasp of business drivers, finds new ways to increase own contribution. Stays attuned to business and industry changes, ensures own activities remain aligned to key objectives. (Level 3)
• Communicates Effectively - Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, seeks out others perspectives and asks good questions. Shares information that people want to know gives appropriate context and details when speaking. (Level 2)
• Cultivates Innovation - Creates new and better ways for the organization to be successful. For example, constantly looks for new ideas and innovative ways of doing things makes the effort to get involved in new areas. Offers original ideas and promising new solutions. (Level 2)
• Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers future needs. Frequently adjusts approach to ensure customer needs are met and to improve service. (Level 2)
• Ensures Accountability - Holds self and others accountable to meet commitments. For example, measures and tracks team's and own performance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures. (Level 3)
• Manages Ambiguity - Operates effectively, even when things are not certain or the way forward is not clear. For example, responds effectively to unclear situations, seeks to resolve ambiguity and make progress. Seeks guidance on how to adapt to changes, responds with appropriate composure and effectiveness. (Level 3)
• Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations. (Level 3)
• Nimble Learning - Learns through experimentation when tackling new problems, using both successes and failures as learning fodder. For example, experiments to find the best possible solution and gains insight from test cases. Makesuse of new concepts and principles when addressing problems. Learns from mistakes to avoid repeating them. (Level 3)
• Organizational Savvy - Maneuvers comfortably through complex policy, process, and people-related organizational dynamics. For example, has a firm grasp on organizational culture and politics connects with key stakeholders and knowswhen to bring something to their attention. (Level 3)
• Plans and Aligns - Plans and prioritizes work to meet commitments aligned with organizational goals. For example, outlines clear plans that put actions in a logical sequence conveys some time frames. Aligns own work with relevantworkgroups. Takes some steps to reduce bottlenecks and speed up the work. (Level 3)
• Tech Savvy - Anticipates and adopts innovations in business-building digital and technology applications. For example, is an early adopter of new technologies, technical skills, and capabilities that improve performance. Regularly experiments with and leverages technologies and tools to substantially improve performance. (Level 3)

• Analyze Alternatives and Recommend Solutions - Works with full competence to analyze potential solutions and create recommendations based on the expected benefits, costs, and overall value of the solution for key stakeholders.Typically works without supervision and may provide technical guidance. (Level 3)
• Business Process Modeling (BPM) - Works with full competence to represent processes of an enterprise, so that the current process may be analyzed, improved, and automated. Typically works without supervision and may provide technicalguidance. (Level 3)
• Business Requirements Analysis - Works with guidance (but not constant supervision) to analyze the business requirements that IT solutions must meet. (Level 2)
• Compliance Management - Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations. (Level 3)
• Data Collection and Analysis - Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making. (Level 3)
• In-Depth Questioning - Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution. (Level 2)
• Managing Change - Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on maintaining high performance while applying a change mindset to the planning, execution and monitoring of business activities during times of change. (Level 2)
• One Agile Way of Working - Has thorough knowledge of the Delivery model and the Way of Working. Contributes actively to relevant events/meetings by asking, answering, challenging. Acts as a moderator. Continuously improves the Way ofWorking and stimulates squads towards maturity in collaboration and content. (Level 3)
• Planning and Organizing - Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives. (Level 3)
• Organization Design and Development - Works without supervision and provides technical guidance when required on making sure the organization develops and maintains the culture, values and design it needs to reach its objectives while managing structural change. (Level 3)
• Policy and procedures - Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizationalstrategies and objectives.(Level 3)
• Policy and Regulation - Works with guidance (but not constant supervision) to interpret and apply knowledge of laws, regulations and policies in area of expertise. (Level 2)
• Presentation skills- Communicates with other people without requiring supervision and provides technical guidance when required on speaking in a clear, concise and compelling manner. (Level 3)
• Project and Program Stakeholder Management- Works at an intermediate level to identify potential stakeholders, analyze their expectations, and develop strategies for managing stakeholders and their expectations.Typically works with guidance. (Level 2)
• Reporting- Works without supervision and provides technical guidance when required on creating relevant, lucid and effective reports. (Level 3)
• Verbal Communication - Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies. (Level 3)