Role summary: Responsible for ensuring that support services are planned and delivered in line with business objectives, budgets and agreed contractual obligations and expectations. The intention for this position is to create a positive, collaborative customer journey from bid to service delivery execution. Role Key Accountabilities Customer and Stakeholder relationship management • Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs. • Align with our clients customer expectations to ensure a shared understanding of service delivery goals. • Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs. • Deliver high-quality service and support while adhering to our clients processes and standards. • Contribute to the overall success of the department and provide support in other areas as needed Ownership and initiative • Serve as an escalation point, responding promptly and effectively to service alerts and issues. • Proactively mitigate potential or actual service disruptions, ensuring swift resolution • Support customer onboarding for service-specific requirements - inclusive of process creation Continual service improvement • Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction. • Develop and refine service processes, identify areas for improvement, and contribute to solution development. Service reporting and analysis Customer and Stakeholder relationship management • Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs. • Align with our clients customer expectations to ensure a shared understanding of service delivery goals. • Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs. • Deliver high-quality service and support while adhering to our clients processes and standards. • Contribute to the overall success of the department and provide support in other areas as needed Ownership and initiative • Serve as an escalation point, responding promptly and effectively to service alerts and issues. • Proactively mitigate potential or actual service disruptions, ensuring swift resolution • Support customer onboarding for service-specific requirements - inclusive of process creation Continual service improvement • Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction. • Develop and refine service processes, identify areas for improvement, and contribute to solution development. Service reporting and analysis • Monitor and report on SLA and KPI performance, providing detailed analysis, insights, and recommendations for improvement. • Analyse customer KPIs to identify trends, addressing any issues promptly with corrective actions Desired Knowledge, skills and experience for the role: Service Management: • Proven experience in implementing service improvement initiatives and maintaining high service quality standards. • Strong understanding of ITIL4 practices and their practical implementation. • Excellent presentation skills with the ability to effectively communicate information to various audiences. Customer Service: • Demonstrated experience in customer service, including the presentation and analysis of key performance indicators (KPIs). • A customer-centric mindset, ensuring exceptional service delivery Problem Solving: • Strong problem-solving skills, essential for swiftly addressing and resolving technical issues to maintain service continuity and minimise disruptions Communication: • Exceptional verbal and written communication skills. • Strong organisational and planning abilities, including meeting governance management. • Adept at building relationships and influencing stakeholders with credibility and confidence. • Ability to challenge existing approaches constructively while fostering trust through experience and personal style