A market leading global supplier of communication and information systems for control centres with safety-critical tasks. The listed family-run company develops and markets its "control centre solutions" in the Public Safety & Transport segment (police, fire brigades, emergency rescue services) as well as the Maritime domain.
The role of the Lead Service Manager is all about providing exceptional support to UK-based customers. Your team is responsible for continuously supporting customers to ensure high levels of customer satisfaction and ensuring the technical stability of our systems. You will work closely with the Service, Project, and Engineering teams both in the UK and at our Headquarters.
Day-to-day duties
* Leading & owning successful UK PS & Mar Service delivery, reporting to the UK Head of PS, managing day-to-day operations to ensure customer expectations and SLAs are achieved and exceeded, and we grow with each of our customers.
* Developing the PS & Mar Service function strategy based on the overall UK PS/Mar strategy, ensuring that the Service team understands and implements the strategy.
* Identifying, assessing, and managing risks and opportunities to benefit the entire UK PS & Mar Business.
* Ensuring the team delivers Service according to established standards, processes, and quality guidelines.
* Planning and forecasting of resources with planned and actual data to reflect performance of accounts and service provision.
* Overall leadership responsibility for the Service team - ensuring the Service Team (CSMs & Service Engineers) is high performing by developing a whole team culture, understanding each individual, and unlocking their potential.
* In alignment with the Head of UK PS, set annual goals for the team and direct reports.
* Work closely with other PS & Mar Leads, UK Leadership team, PS & Mar Strategic Business Unit (SBU) Leadership team, and wider Frequentis Service teams to drive best practices and processes to enable achievement of the defined Service Team goals in the most effective and efficient way for both Service Management and Engineering.
Your Experience
* Strong Service Delivery background within an enterprise environment.
* Demonstrable successful team leadership experience.
* Commercial & technical know-how in the service sector.
* Business planning & forecasting.
* Experience of establishing a service offering.
* Experience of working within an ITIL Service Organisation.
* ITIL Foundation or higher accreditation.
* Knowledge of current technology including Microsoft operating platforms, virtualisation, cloud-based services, Linux, LAN, and WAN (ideal but not essential).
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