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Service Partner

Job Description


Join a Central Government agency! The Service Partner is responsible for day-to-day relationships with business and product stakeholders, acting as the ‘front-door’ into the IT Service Management organisation for business and product stakeholders.

The IT Service Management department is moving to a product centric way of working whereby Product Teams are empowered to take on devolved responsibility for operational Service Management activities to manage risk, build trust and enable the organisation to work faster and more collaboratively.

You will receive access to relevant civil servant training as part of this role, including in commercial and IT Service management, including: 

  • ITIL 

  • CIPS 

  • Strategic Decision Making

  • Leadership Skills


Your role: 

The Service Partner is responsible, for the product and business functions they are aligned to, for:

  • Acting as a single point of contact, providing an escalation route for issues impact the functions and products as required.

  • Managing service expectations with customers and escalating to the Senior Service Partner when appropriate.

  • Managing stakeholders, building effective relationships, including with third parties as appropriate, translating technical language or issues to non-technical colleagues.

  • Tracking operational needs, end-user satisfaction, productivity measurements, reviewing insights with appropriate stakeholders, identifying improvements and proposed solutions through to implementation, sharing wider themes and trends with the Senior Service Partner.

  • Identifying and highlighting incoming demand requirements to key stakeholders.

  • Supporting and promoting governance between departments and other Directorates, including third party suppliers as appropriate.



Your skills:

We are looking for someone with strong technical skills and proven experience in Service Partnering activities, who can demonstrate the skills outlined in the Business Relationship Manager role-level, in particular: 

  • Relationship Management 

  • Strategic Thinking 

  • Ownership and Initiative 

  • User Focus 

  • Technical Understanding 

  • A minimum of ITIL Foundation is required for this role.