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Service Management Lead

London, UKTechnology (UK)Permanent (Full-Time)Systems

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We’re Simply Business

We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 750,000 active insurance policies, we protect builders, bakers, landlords, and more than 1,000 other trades. 

We harness cutting-edge data ability, believe in experimentation, and build our own technology to deliver better experiences for our customers and employees. This means we’re as much a technology company as one that sells insurance. We build, we fail, we learn, we improve. We’re a B Corp too, which recognises our strong track record of having a positive impact on people, society and the environment.  

If Simply Business sounds like the kind of place you’ll thrive, we’d love to hear from you.

Working here as we get back to normal

After working remotely for so long, we have a vision for how our people will work with each other now and in the future.

Every employee should have the choice and flexibility to work in a way that’s best for their job, their team, and their life.

We know that being together in person is usually the best way to get work done, which is why our offices will become ‘hubs’ that we expect our employees to visit every so often. That said, there’s no one-size-fits all solution, so all of our people and teams will find the rhythm that suits them best.

We need a Services Management Lead to join us in London.

As a team we're responsible for:
- major incident and oncall processes
- reviewing and monitoring department-wide OLAs, SLAs, and contracts with service providers
- engagement and outage communication with external partners
- working with potential partners to understand and document service management expectations
- technology-level SOX certification tasks and processes

As a Service Management Lead you'll:

  • lead the charge for a working group created to understand, analyse and enhance our service management capability
  • implement new systems and processes that improve service management – including mapping out and understanding monthly error budgets
  • build on the major incident management vision
  • enhance and grow the oncall process to allow for a global remit, extending to domain experts within our product teams
  • review and monitor overall technology OLAs, SLAs and contracts, making sure they align to business requirements and related outcomes
  • own the SOX process for the wider technology team

Responsibilities include:

  • ownership of major incident management
  • external communications for major incidents and any post-mortems
  • making sure we meet our SLAs/OLAs
  • collaboration with our Infosec team on business impact analysis (BIA)
  • act as a product manager for the service management backlog
  • manage and own the on-call rota and processreport on the four key metrics for the technology team
  • act as a technology stakeholder for new partner relationships
  • be a subject matter expert for the IT SOX programme

What we’re looking for:

  • a self starter with a passion to help create and build out a team in an exciting and rapidly growing company
  • someone who understands the importance of excellent customer service, and building and  maintaining customer relationships
  • experience with setting and managing OLAs, SLAs and related frameworks 
  • prior knowledge of major incident management and/or experience with a MIM team
  • previous experience in an technology function and Agile environment
  • SOX experience or knowledge of related frameworks, concepts and controls
  • experience building cross-team relationships and working with a broad range of stakeholders
  • experience leading a small team and/or projects/programmes
  • someone who really cares about doing things the right way
Our culture is inclusive and diverse

Our mission is to make Simply Business synonymous with fairness, belonging and inclusivity. We won’t be happy until we’ve created a truly inclusive culture – where every employee, whatever their background, role, or location, feels comfortable being their authentic self at work.

We all have a part to play – to learn more, to do more and to go further – in building this new reality that’ll be befitting of the diversity of the customers we serve. At Simply Business, we’re all in.

What are the benefits?

At Simply Business, our benefits let you balance life and work properly:

flexible parental leave – you can choose to take shared parental leave, plus we offer full pay for the first six months of your maternity leave and four-week fully paid paternity leave, subject to meeting the qualifying criteria
remote working – more of us are currently working remotely than usual, but longer-term you can balance working remotely with working in the office, giving you the opportunity to connect with colleagues
mental health and wellbeing resources – we take your wellbeing seriously, giving you access to counselling (through our Employee Assistance Programme) as well as technology to support your mental health (through the Unmind app)
paid sabbatical – two weeks off when you’ve been here for five years and four weeks off when you’ve been here for 10 years
a dedicated learning platform – including a management and leadership programme – the platform lets you balance both work and life goals

And we compensate you fairly:

• a competitive salary that reflects your experience, our pay policy and the market we’re in from your first day
• the potential to earn an annual bonus based on business performance (those on commission-led roles will be rewarded monthly)
• we match what you put into your pension up to five per cent
• a health cash plan reimburses your everyday medical expenses (with the opportunity to increase the level of your plan in your flexible benefits)
• a generous holiday entitlement of 25 days annual leave, plus bank holidays
life assurance of four times of your basic salary
Smart Health services including unlimited access to a 24/7 virtual GP
• a flexible benefits scheme with an allocated allowance each year to choose from benefits including private medical insurance, dental insurance, travel insurance, up to five days extra holiday, and gym membership

These values are important to us and our people
 
- Learning
- Empowerment
- Authenticity
- Pioneering
- Simplicity

These all mean something unique to every person at Simply Business, but if you’re thinking about working here, give them some thought. They’re at the heart of our story.

Brexit Statement:

Following the UK's exit from the European Union, there are changes to Legal Right to Work legislation that applicants from the EU will need to be aware of.

Before 30th June 2021, EU/EEA/Swiss citizens have a legal right to work in the UK and can provide a passport as evidence of this.  No visa will be required.

From 30th June 2021, EU citizens will be required to provide evidence of settled or pre-settled status in the UK as evidence of right to work.  Without this, EU citizens will require a visa to work in the UK.
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6th Floor99 Gresham StreetLondonEC2V 7NG

Sol House29 St Katherine's StreetNorthamptonNN1 2QZ

© Copyright 2021 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.