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Responsibilities:
* Deliver service management and support to large-scale and diverse customers, including taking ownership of incident management, escalation procedures and related disciplines.
* Responsible for service transition from contract award to live service.
* Execute service review meetings with customers to review service level reports on a regular basis.
* Take accountability to ensure that all customers and internal teams understand the services being delivered and are kept informed of ongoing actions and issues with service.
* Be the primary interface for service delivery and operational escalations.
* Take ownership of all customer issues and drive resolutions with internal teams accordingly.
* Develop, maintain and manage continuous service improvement plans.
* Provide internal performance dashboards on client satisfaction and contract performance.
* Own, translate and develop service documents, amending them accordingly to track changes and reflect current and future services.
* Assist Client Directors to drive growth of existing customer accounts through effective reporting, customer temperature checks of accounts and utilization of MLL technical and operational teams.
Your areas of knowledge and expertise:
Essential:
* Experience within an IT Service Delivery or IT Customer Relationship role.
* Experience of working within or for the telecoms industry.
* Knowledge of ITIL Service Delivery practices.
* Strong communication skills both verbal and written.
* Ability to work under pressure and effectively prioritize workload.
* Self-motivated with the ability to work autonomously and under own initiative.
* Good knowledge of the Microsoft Office product suite.
Desirable:
* Understanding of networking fundamentals, including WAN, LAN and Wi-Fi technologies.
* Experience of working within the public sector or for public sector customers.
* ITIL qualified.
More about us:
UK's leading Cross-Technology Network Integrator, spanning Fixed, Radio and Mobile 4/5G.
We architect and manage some of the most complex and secure Data / Voice networks in the Public Sector and Mobile Network Operator market, delivering critical network services to the NHS and Emergency Services.
We want everyone at MLL to 'Bring their best self to work' and we do this by living our value behaviors:
* Delivering Excellence: This belief stems from being accountable to one another. Having confidence in our data enables us to be accountable.
* Challenging for Change: We want people who want to challenge the status quo.
* Accountability Builds Trust: Accountability requires honest reviews to reflect how we are doing against our responsibilities.
* Data Delivers Distinction: We need people to think in a 'data is valuable' kind of way.
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships.
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