* Working pattern: Hybrid. 2 office days per week, which is currently set at Monday & Tuesday.
* Working hours: contracted hours in shift patterns between 8am and 5:30
* Must be eligible for SC Clearance & be willing to undergo NPPV2 application
Here at Littlefish, we look for people who can make a real difference and become a giant slayer. As the world around us continues to change, we look for people who grab that change with optimism and excitement. These are the passionate and high-performing people who enjoy and thrive on thinking outside the box.
Our current employees are the giant slayers who have made Littlefish who we are today, and you will be the future employees who continue to add the drive, passion, and skills as we see Littlefish grow.
If this is ticking your boxes and you are excited at the thought of working with creative, passionate, energetic, friendly people - we would love to hear from you.
The role and what you’ll be getting up to on a day-to-day basis:
An exciting new role is being introduced into Littlefish. The new Service Management Account Lead will work alongside our existing SDMs/SAMs in both a client-facing role and working closely with the internal Service Management Office.
The primary role is to manage and report delivery from key areas within the SMO space with a focus on Proactive Trending, Automation opportunities, positive messaging, and growth in the SMO space.
The overall team will be made up of individuals working directly with Strategic accounts and across clusters but with a holistic view when it focuses on trends and improvements.
As our Service Account Management Lead, you’ll be responsible for:
* Ensuring SLA Excellence: Guarantee that our service levels align with contractual commitments and exceed client expectations.
* Building Strong Relationships: Foster lasting connections with all Littlefish operations teams and external stakeholders, ensuring seamless collaboration and service delivery.
* Driving Performance: Set and communicate performance objectives across customer experience, SLA adherence, risk, compliance, and governance, ensuring targets are consistently met.
* Maintaining Best Practices: Oversee adherence to industry standards and best practices, ensuring Littlefish continues to lead the way.
* Contract Management: Engage in new contracts, contract amendments, and service delivery variations to ensure alignment with Littlefish standards.
* Service Management Leadership: Partner with Account Delivery Managers to present performance data, trends, and service improvements in Governance meetings, ensuring continuous quality in all aspects of service management.
* Optimising Dashboards: Design and configure SLA dashboards using internal tools and ITSM platforms to track and monitor performance.
* Service Metrics & Reporting: Regularly review and report on SLA targets and service metrics to adapt to evolving business requirements, identifying areas for improvement and actionable opportunities.
What we’re looking for:
* ITIL Master (or equivalent) Certification: A proven expert in ITIL practices, demonstrating your mastery in service management.
* Track Record in Service Delivery: Extensive experience managing service delivery processes (Incident, Request, Problem, Change, Knowledge) with a focus on consistent, high-quality outcomes.
* Service Capabilities Development: Expertise in defining and implementing new services, from conception to sale, tailored to meet client-specific needs.
* Business & Technical Expertise: Solid experience within Service Management or technical delivery roles, particularly in a Managed Services environment.
* Contractual Knowledge: Understanding of services within the framework of contractual obligations and commitments.
* Leadership in Client Relations: Proven ability to lead presentations, engage with senior stakeholders, and build client trust through transparent communication.
* Commercial Awareness: Deep understanding of Littlefish SLAs and the ability to use them to create value.
* Tooling & Reporting Skills: Proficiency with tools and reporting methods to drive SLA performance improvements.
What can we offer you?
* Through our one-of-a-kind training programme, the Littlefish Academy, you can increase your earnings by £4,500.
* Referral bonus scheme of £1000 when you successfully refer a friend.
* Access to our LinkedIn Learning platform, with over 16,000 expert-led online tutorials to enhance and achieve your personal and professional goals.
* Healthcare cash plan. This will give you access to online GP appointments, 24/7 access to qualified counsellors and cash back against a range of general healthcare.
* Casual dress policy
* Company Pension Scheme
* Company social events
* 25 days annual leave plus public/bank holidays
* Purchase and sale of annual leave scheme
Life at Littlefish:
Our company values shape who we are as a business, what we stand for and how we work. Hiring people with our values at heart is very important as we see Littlefish grow.
I am High Performing: I like to raise the bar, we look at creating opportunities to increase quality and improve efficiency, we strive for service excellence.
I am Passionate: We build team success and celebrate them together, I am enthusiastic and energetic, I care about the people I work with and we support one another.
I Have a Can-Do Attitude: I am not afraid to step outside my comfort zone, we are not afraid to challenge the status quo, we get stuff done!
So, if you feel like you can make a tangible difference, apply today, and join us on this journey.
Here at Littlefish we aim to be somewhere everyone can be themselves. We are committed to encouraging a diverse and inclusive community where everyone irrespective of who they are, or their background, can feel equal and supported.
We encourage applications from people of all backgrounds. Please get in touch if you are concerned about any difficulties you may face during your recruitment process, so we adjust accordingly.
Part of our application process includes a set of ED&I (Equality, diversity and inclusion) questions. Please note, each question has an option has a ‘prefer not to say’).
#J-18808-Ljbffr