Job Description
Purpose of This Job:
The Service Manager (SM) provides the lead role at a day-to-day management level and is responsible for end-to-end service, ensuring that incident and problem resolution, knowledge management, maintenance and change management adhere to agreed processes and response times both internally within my client and their customers.
Key responsibilities include:
* Single point of contact for the client's customer engagements
* Day to day operational issue and relationship management with customers
* Ensuring monthly service reports are created/maintained and delivered accurately and on time
* Attending monthly service reviews where quality of service, trends and continuous service improvement will be discussed
* Acting as a focal point to identify and plan service improvements
* Ensuring that the Service Desk is appropriately resourced at all times with the correct number of agents and skills blends
Skills, Traits and Competencies:
* The SM ensures exceptions are identified and remediated in the delivery of the service and that monitoring, investigating and resolving network, application and infrastructure issues as they occur, alongside change management, is being undertaken in a timely and professional manner by the wider TechOps/CloudOps team.
* The SM plays a key role in managing, coordinating and improving service delivery, meeting the client and customer expectations, and addressing any issues that may arise during the life of the service/customer engagement. Regular reporting on the performance of the service and engagement with internal and external stakeholders to review previous performance metrics, known problems, improvement items, and future delivery opportunities is an underpinning aspect of the role.
Skills, Traits and Competencies:
The SM brings knowledge and experience acquired in multiple industries and sectors (Technology, Health, Retail, etc.) which can be leveraged to ensure desired outcomes are driven from a service management, relationship management and service delivery perspective. Consistent management of service levels and escalations from internal and external stakeholders should be of primary focus together with ensuring that the right processes are in place to optimise service performance. The SM will have an excellent rapport with customers, will be viewed as having the utmost integrity and professionalism and will be able to clearly demonstrate how customer satisfaction is ensured in everything they do.
* ITIL certified, with capability to apply methodology/service frameworks to live service requirements
* Customer-first mindset with service excellence as a core value
* Ability to appropriately prioritise and escalate customer issues
* Ability to present problem resolution, root cause analysis, and corrective actions to customer facing teams and customers as required
* A reputation for fairness, dependability, and adherence to high ethical standards.
* Strong analytical and problem-solving skills
* Technical aptitude and excellent communication and negotiation skills, both oral and written
* Strong leadership and people management skills with an ability to manage ongoing activity across multiple allocated customers
* Team leadership experience, with the capability to lead by example, delegate where applicable, drive and motivate team members, and develop skills where appropriate
* Experience of service management in a technology environment, with demonstrable working knowledge of incident/problem management, escalation procedures and related disciplines
* Experience of managing, measuring and improving services delivered to external and internal customers
* Willingness and ability to support and mentor junior members of the team
SPG Resourcing is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of the workforce we hire. We offer reasonable accommodation at every stage of the application and interview process.