Service Management Office Manager

Service Management Office Manager

Office Location: Dublin

To plan, manage, and record tasks across three key dimensions- contract governance, continuous improvement/ innovation, and service assurance- for a portfolio of contracted services delivered to our Enterprise customers.

Key deliverables:

Build lasting relationships

• Ensure the service provided meets the internal and external customer objectives
• Represent Enterprise Solutions professionally in all interactions
• Support other accounts and SMOs as needed; share lessons learned
• Develop strong relationships with key Enterprise Solutions stakeholders
• Educate stakeholders across multiple client accounts on Enterprise Solutions offerings

Service delivery

• Collaborate with senior account leadership to ensure effective service delivery.
• Identify opportunities for process and system efficiencies.
• Act as a conduit between Hays and client stakeholders to maintain service quality.
• Provide support to operational delivery teams.
• Own and execute assigned tasks with accountability.

Contract governance

• Maintain the SAM plan, focusing on service delivery and client support
• Track activities to demonstrate task completion and delivery
• Ensure adherence to operational governance plans and structures through the creation of proactive partnerships with all relevant Hays' and Client functions/teams
• Prepare and support delivery of collateral for ABRs, QBRs, MI reports, and supplier/candidate insights
• Contribute to reporting and analysis through data investigation and coordination
• Provide regular updates to management on service progress

Operational workflows

• Collaborate with account teams, clients, and Enterprise Solutions to optimise workflows
• Promote use of technology and GOM products for workflow efficiency
• Mitigate key-person dependencies and ensure adequate support structures

Continuous improvement & Innovation

• Support the client team in developing and executing a continuous improvement and innovation strategy. Provide a detailed roadmap plan for execution of tasks and actions
• Drive strategic thinking and innovation within accounts
• Lead implementation of agreed improvement initiatives
• Engage stakeholders to ensure delivery of improvement plans
• Collaborate with internal Hays functions to design optimal recruitment processes
• Report regularly on progress of Continuous Improvement Plans to senior leadership

Service assurance

• Monitor and maintain service assurance documentation, ensuring accuracy and contractual alignment
• Key documents include: operations manual, contract monitoring workbook, risk log, and issues log
• Communicate changes across relevant teams and ensure proper documentation
• Ensure process changes are understood and implemented correctly
• Regularly report to client director on progress of the annual plan across all 3 dimensions of Governance, Assurance and CI/Innovation

Governance

• Support any contractual amendments through ownership of the change control (CCN) process for each account in collaboration with local legal and contract management teams
• Ensure any contracted changes are reflected in the relevant documentation
• Conduct audits to ensure adherence to contract and consistent service experience
• Drive focus on data accuracy, security and integrity through process controls reporting checks and team training

Knowledge and Skills

Whilst ability, motivation and attitude are most important, it would be a distinct advantage to have:

• Strong stakeholder management
• Experience in operational and service reviews
• Professional presentation and communication skills
• Persuasive and influential approach
• Problem-solving and issue resolution
• Risk identification and management
• Sales/pitch participation
• Deep understanding of contract governance
• Forecasting, planning, and attraction strategy knowledge
• Proficient use of technology and systems
• Data interpretation for performance insights
• Proactive leadership and team motivation
• Coaching and team development experience
• Accountability and assertiveness
• Adaptability, agility, and objectivity

What you will get in return

This is a truly unique opportunity to work in the strategic function of the Hays group business and collaborate with senior leaders to help shape tomorrow together.

In addition, Hays group offer:

• Competitive compensation and reward package
• Stimulating and rewarding work at a time of significant organisational change.
• An inclusive culture built on rewarding success and the opportunity to influence your future career path.
• Flexible hybrid working patterns.
• Broad range of employee wellbeing initiatives and benefits
• Community of internal support networks
• Paid volunteering day for all employees under our Working for Your Tomorrow Initiative

At Hays, we share a passion for creating a culture of opportunities for our people to flourish and succeed, whatever your background. We know that diversity of perspective and an inclusive approach, which encourages those experiences and views to be heard, is great for business and therefore your career.

At Hays, we share a passion for creating a culture where there are opportunities for our people to flourish and succeed, whatever your background. We know that diversity of perspective and an inclusive approach, which encourages those experiences and views to be heard, is great for business and therefore your career with us.