Service Manager It - Stoke-on-Trent, United Kingdom - Symmetric Recruitment LTD

Symmetric Recruitment LTD
Symmetric Recruitment LTD
Verified Company
Stoke-on-Trent, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Service Manager -IT

On-site (Free Parking)

36 Hours Per Week

The company offers a great team environment and is a committed investor in people supporting personal development and professional accreditations.

The Role

  • Act as the primary service management contact for the customer
  • Manage customer expectations in line with customer contracted services.
  • Oversee the management of Service Levels in accordance with the SLA
  • Attend relevant thirdparty service provider meetings as required Coordinate and oversee customer experience and customer satisfaction activity.
  • Act as escalation point within the business for the customer.
  • Coordination and execution of weekly, monthly, quarterly, and annual Service Review Meetings in accordance with the Service Level Agreement and Service Schedule.
  • Generate management summary / dashboard report to show delivery against Services in accordance with the Service levels as required.
  • Weekly, Monthly and/or Quarterly service level & performance reporting in line with Service Levels
  • Manage internal customer calls to ensure understanding of all going activities across the customer contract.
  • Provide ongoing analysis of reports, performance, and trends, and generate appropriate and timely recommendations, stating risks for both the customer and the business.
  • Regularly review the Service Schedules to ensure they are accurate, and amendments have been always agreed by both the customer and the business.
  • Service Level compliance monitoring, ensuring risks or potential breaches are flagged to the business in advance along with recommendations to mitigate or resolve. With the express aim of ensuring all service levels are met by the business.
  • As required implement a Service Improvement Plan (SIP) to address risks relating to delivery of service in line with service levels. Oversee the management of all activities to resolution and ensure document remains up to date.
  • Develop a Continuous Service Improvement Plan (CSIP). Ensure a clear distinction is made between fundamental service additions / changes versus improvements to processes. Ensure where appropriate recommendations are cost effective, and appropriate ordersare in place where applicable. Ensure the document remains up to date.
  • Monitoring of all outofservicescope activities and projects ensuring an overall view of the customer experience and service is maintained at all times
  • Maintenance of all documentation and procedures relating to all aspects of Services provided to the Customer in accordance with the Service schedules and service management plan (including Service Management Plan, Service Improvement Plan, CSIP)
  • Support ISO(phone number removed) audits and internal alignment
  • Produce and manage bespoke customer documentation
  • Provide support for financial and invoice related queries

Professional Qualifications

  • Degree level education or equivalent demonstrable experience.
  • ITIL (Information Technology Infrastructure Library) Certification

Relevant Skills and Experience

  • Previous service delivery management experience in an IT managed service environment.
  • Excellent customer service and communication skills
  • You must understand the importance of management controls, processes, and procedures in the delivery of services.
  • Experience of managing multiple relationships in a fastpaced environment.
  • Proven ability to work creatively and analytically in a problemsolving environment.
  • Selfmotivated personal drive and enthusiasm to continually improve and provide the best in all situations and able to readily embrace change.
  • Stakeholder Management
More jobs from Symmetric Recruitment LTD
See all jobs of Symmetric Recruitment LTD