Service Manager (3892), GBG, GA, US

About GBG

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team and role

Technical Support

Reporting to the Director of Technical Support (Americas) Manager of Service Management and working with Senior Service Managers, the Service Manager is responsible for managing the service lifecycle of our products in AMERICAS using modern Service Management practices in a fast paced delivery environment.  Working closely with Customer Support, wider Technology and Operations team as well as the wider business including Sales and Professional Services, you’ll provide the Service Management aspects of our product offerings (primarily Location products).  Always seeking to improve and deliver service excellence for both our external and internal customers.

Service Manager

Service Managers have a strong background in delivering quality of service and products to our company’s customers to ensure that they get value for that service The team manage the Service Lifecycle of our products and all associated service management activities.  Our vision is to provide the best customer experience possible.

What you will do

• Deliver Service Management across supported products including Incident, Change, Problem, Event management.
• Work closely with wider Technology and Operations to support Product roadmap delivery and operations from a Service perspective.
• Support delivery of wider Global Service and Operations roadmap items and your own team’s improvement plans.
• Build strong working relationships with internal and external stakeholders including the Customer.
• Manage suppliers effectively working on all Service Management aspects to ensure an excellent service for our customer.
• Maintain metrics and insights to track performance, analyse trends, recurring issues and SLA achievement and uptime data of GBG Products and its suppliers to drive improvements.
• Support the transition of products in and out of service.
• Track and respond to trends or changes in SLAs, Changes, Incident, service to customers or from suppliers.
• Communicate effectively to customers and internal stakeholders on Service related matters e.g. changes, maintenance, new features or incidents. 
• Provide 24 x7 support rota for major or high priority incident management.
• Perform daily maintenance activities in supporting the Service Management practices

Skills we are looking for

• ITIL Service Management Foundation (V4)
• Experience across the breadth of ITIL Practices.
• Worked in Service Management role or equivalent
• Service Desk tools (preferably JIRA)
• Office 365

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.

Unleash your potential and be part of our mission to power safe and rewarding digital lives.