Senior Services Manager

About you and the role:

Reporting to the Head of IT Service & Supplier Management, the Senior Service Manager (Design & Change) is accountable for service design & change, managing IT service provider and services from IT project management team into service acceptance, lead IT service performance (outbound, and inbound relating to role scope), service integration, so services are fit for purpose and fit for run. The team is a multi‐regional (UK, EU, AU, BM, US) and Run/Operate is outsourced. This retained role owns service design, chairs change governance approval board and has accountability for ITSM practices.

Location: UK (occasional out‐of‐hours for CAB/ECAB and P1 issues)

What you will be doing:

• Oversees solutions from IT Service Provider into service acceptance: define gates; verify evidence before go‐live; coordinate ORT/integrated testing.
• Responsible for championing increasing levels of workload and task automation and control across IT
• Own Service Design: Translate business demand to BaU service / capacity impacts – coordination with Demand & Project Management. Create Non-Functional Requirements, support model, reporting readiness.
• Own Change/Release/Deployment : chair CAB; own change risk model, blackout/freeze calendar; run service acceptance / ORT gates.
• Lead Service Validation & Testing: define gates; verify evidence before go‐live; coordinate ORT/integrated testing across providers.
• Own Capacity, Availability & IT Service Continuity Management (policy): own policies and service‐level risk posture; governs targets and reviews; track resilience SIPs (DR testing owned by IT Operations team).
• Own Service Level Management (method owner): define measurement methods, start/stop rules and targets; manage SLA resets/changes.
• Own Service Performance Management: own KPI framework and trend analysis; manage the performance (outbound) SIP portfolio; lead the disputes protocol (non‐supplier).
• Coordinate Refresh & Technical Currency: govern roadmaps; require change control and testing; align to architecture standards.
• Service Portfolio Management (maintain customer, IT products and services catalogue).
• Service Configuration and catalogue governance: blueprint standard offers, approvals, SLAs/OLAs and data model; drive request‐automation standards. (Service Mgmt. Ops assures operational fulfilment.)
• Ensure IT operational documentation, build documents, policies, standards, operating procedures are completed and maintained to a high standard.
• Project Management: Light PM for transitions and CSI initiatives
• Cross functional management of IT Service Provider and Enstar IT teams to deliver initiatives.
• Coaching & challenge of the outsourcing service provider: challenge capacity/availability plans – coordination with IT Operations, release risk mitigations and testing scope; require corrective actions before CAB.

What you will bring:

• 7–10 years in ITSM with 3+ in service design/transition/SLM within a regulated environment.
• Proven CAB leadership, change risk modelling, SV&T/ORT, and SLM method design.
• Strong analytics (SLA/KPI design, trend analysis, dispute handling).
• ITIL v4 Managing Professional (or Intermediate) required; SIAM Foundation desirable.
• Understanding of audit/controls (e.g., COBIT/outsourcing regulations) is a plus.
• Excellent stakeholder management, concise executive writing, and a coaching style.
• Demonstrate the ability to work on multiple BAU operational activities and projects simultaneously, prioritise as required and work to a very high standard
• Interact professionally and coordinate with suppliers, staff and contract consultants.
• Interfaces:
• Senior – Operations & Assurance (run/ ITSM platform governance).
• Service Manager – Reporting & Compliance (pack build/evidence, risk register admin).
• IT Tower Leads; IT Operations team & DR manager; Risk & Compliance; Finance; Project Management; offshore outsourced service provider team.
• Due to the geographically dispersed nature of the company and IT teams it may require a degree of out of hours working

Your Benefits:

• Pension (Enrolment is automatic on joining with a 10% employer contribution)
• Dental Insurance (This is an optional taxable benefit available to employee, spouse, and dependents)
• Medical Insurance (This is an optional taxable benefit available to employee, spouse, and dependents through a private health network)
• Travel Insurance (As an employee you are automatically enrolled with business and leisure travel insurance with single, couple, family, or single parent family coverage options.)
• Eligible company funded annual 360 Health Assessment.
• Voucher for free annual eye examination.
• Option to loan a bicycle and safety equipment tax free.
• Wellness Reimbursement program (up to 700 pounds annual reimbursement for wellness related expenses, i.e, gym memberships, massage, etc.).
• Tusker – Electric Vehicle (A fixed monthly amount is taken directly from your gross salary and, in return, you get the use of a brand new electric car.).
• Optional Critical Illness coverage
• Automatic coverage provided by income protection programme
• Access to Employee Assistance Programs (EAP) for health and wellbeing
• One paid annual volunteer day

Who we are:

Enstar is a trusted, leading global (re)insurance group that delivers innovative solutions that help our clients reduce risk, release capital and achieve finality. We operate through our network of group companies positioned across the world's major insurance hubs, spanning Bermuda, the US, London, Continental Europe and Australia.

We are dedicated to helping some of the world's largest organisations manage risk, providing new opportunities and supporting freedom to grow. With deep expertise, a highly experienced team and a strong track record in the retrospective (re)insurance market, we are proud of our 30+ year history of building enduring partnerships and bringing fresh thinking to complex challenges.

Our solutions are supported by Enstar's robust balance sheet, as evidenced by our $20.3 billion in assets, financial strength ratings and partnership with Sixth Street, a leading global investment firm.

Why choose us?

Learning and development opportunities are a fundamental part to our employee's career journey with Enstar. Their development and career progression remain key enablers of employee engagement, which can directly impact productivity, performance and retention.

At Enstar, we provide a number of initiatives and resources to support our employee's development through their career at Enstar.

• Professional Qualification/Study Support: We support our employees who wish to take professional qualifications aligned to their role and career development. In addition, we also offer study support.
• Training, Conferences & Seminars: As we are a global company we work with many Professional Bodies which offer training, conferences, seminars and often free CPD events.
• Digital Learning Hub: Our digital learning hub LinkedIn Learn has self-serve resources (e.g. courses, videos, ebooks, audio books) covering a range of topics to upskill your knowledge

We also invest in physical, mental and financial wellbeing initiatives for every employee. Supportive teams, inspiring work and a great environment contribute to our happiness. We take efforts to have a positive influence in our communities and to continuously reduce our impact on the environment.

Enstar Inclusivity Policy:

Our annual Inclusivity Index puts Enstar ahead of the industry in terms of promoting an inclusive and welcome working environment. We're an equal opportunity employer and believe that our inclusive environment creates an authentic working culture. We don't discriminate on the basis of age, physical or mental disability, gender reassignment, marriage and civil partnership, pregnancy and carer status, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. Enstar is committed in providing an accessible recruitment experience for all those interested in working with us. Please let your Enstar Recruitment Partner know if you require any reasonable accommodation during the application process due to a disability to enable you to fully participate in our recruitment process.