About you:
We’re seeking an adept Service Manager who will manage the service relationships for Trooli’s strategic Wholesale Partnerships, accountable and responsible for Partner satisfaction.
You will provide critical insight into the Senior Leadership Team at Trooli, so this is a high-profile, exciting, dynamic, and key role for our organisation.
This role offers a competitive salary and car allowance.
The Role:
Our Service Manager will provide a single point of contact for Trooli’s Wholesale Partners, striving to be an advocate for the Partner within Trooli.
Having a deep understanding of the Partner’s business and their goals, you will ensure that the Partner’s service is delivered in a professional and efficient manner, focusing on ensuring Trooli is delivering the Partner's transactional needs smoothly as per their agreed contractual KPIs and SLAs and by helping to optimise the service relationship through service improvement initiatives and plans.
More specifically, you will be:
1. Building excellent and strong relationships with Trooli’s Partners across all areas of the service relationship.
2. Identifying areas of service improvement, building, and executing plans where appropriate.
3. Driving continual service improvement in the Partner service relationship.
4. Educating our Partner on Trooli’s way of working.
5. Ensuring the accurate analysis of service deliverables (KPIs and SLAs) is undertaken monthly.
6. Holding monthly service reviews with key Partner stakeholders.
7. Presenting Partner monthly reporting suite at Service Review meetings.
8. Handling Partner escalations, owning the escalation through to satisfactory closure.
9. Providing root cause analysis reports for priority incidents which may occur, ensuring all activities in the report are owned through to closure.
10. Travel to Partner Headquarters as and when required.
Skills and Experience:
1. A proven track record in a Service Delivery / Account Management or another similar role in a B2B environment, preferably in a partner facing role.
2. Excellent communication and interpersonal skills.
3. Ability to ‘translate’ technical issues, to be able to confidently discuss with Partners.
4. Continual improvement mindset.
5. Experience in collaborating with cross-functional teams (commercial, finance, technical services, operations etc).
6. Presentation skills (up to a senior level).
Qualifications:
1. Bachelor’s degree in business management or another relevant field.
2. ITIL Service Management qualification is desirable.
Why Trooli:
At Trooli, we are passionate about innovation and excellence. We offer a dynamic work environment where you can make a significant impact on our growth and services. You’ll be joining a forward-thinking team that values collaboration and a can-do attitude. We also offer competitive salaries, comprehensive benefits, and opportunities for professional development.
At Trooli we work hard to create an inclusive, collaborative, and rewarding environment where you are encouraged to make a difference and achieve great things. We welcome applicants who struggle to apply online to contact for a chat or email us directly at recruitment@trooli.com. We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely.
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