Role: Senior Manager - Managed Services Location: Dyce with hybrid working My client is transforming workforce training across the world within the global energy sector and is a market leader provider of training, learning technology and simulation solutions. By using ground-breaking new technology, it delivers world-class, industry-focused training solutions enhancing performance enabling people and companies to work smarter, safer, and more efficiently. Role Overview The Manager – within Managed Services is a key role in the delivery of high-quality services and proactive client relationship management within a commercial training environment. Day to day duties typically involve overseeing both the services for allocated clients as well as working closely with other Manager(s) and Management Director in providing overall service leadership across the Managed Services function. One of the key responsibilities is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. Further key responsibilities are leadership and guidance of the more junior team members as well as developing and maintaining key client relationships with applicable stakeholders. Duties and Responsibilities: Service Management Supporting the MD in maintenance of high-performance levels for service-related processes and implementing improvement activities wherever necessary. Lead service delivery for allocated clients, working closely with Key Account Managers to ensure a joined-up approach. Jointly oversee overall service delivery to full client base with other Manager(s) Act as an escalation point for clients should Team Leads not be able to fully resolve an issue to a satisfactory level. Taking ownership as delegated by MD for critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for weekly/ monthly/ quarterly review Ensuring that systems, procedures, and methodologies that are in place are followed by the function to support outstanding service delivery. Developing a deep understanding of clients / projects to gain insights into the scope of service delivery. Form key part of onboarding team, providing operational support and input, specifically focused on validating proposal content in line with standard operating procedures and supporting the MS Improvement Manager in onboarding the contract to the appointed team Supporting the MD for service delivery performance, meeting customer expectations, and driving future demand. Support the business and function in analysing internal and external processes and creating strategies for service delivery optimization. Performance and Quality Management Support the MS leads by recommending methods of improvement and seeing that actions are implemented on time for service delivery improvements/ upgrades. Providing accurate and regular reports to the management on performance of the service delivery via PowerBI and other applicable 3t systems. Consistently review and monitor internal and client KPIs/ SLAs and proactively address any negative trend. Consistently monitor insource targets and make the MD proactively aware of any opportunities to improve on these. Technical Capabilities Supporting the Training Improvement and Onboarding manager on system improvements, trouble shooting, investigating activities as required collaborating with transform and other internal functions. Use of systems, Microsoft tools, apps and services such as excel, teams, word, one drive, outlook, PowerPoint, SharePoint etc. Meeting Support Providing the necessary support for monthly meetings and ensuring the ready availability of meeting resources, such as presentation software, slide packs and data. Person Specification Proven success in a previous similar role Knowledge and track record of managing teams in a fast-paced environment with multiple & differing stakeholder KPI Knowledge of training service operations Experience of managing similar sized teams in a fast paced and ever-changing environment in leading both physical and virtual teams Strong client / account management skills Experience in managing and coaching teams In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery Capacity to train and guide more junior team members Solid resource planning and problem-solving skills