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    Service Managers - Glasgow, United Kingdom - JAM IT Consultancy Ltd

    JAM IT Consultancy Ltd
    JAM IT Consultancy Ltd Glasgow, United Kingdom

    3 weeks ago

    Default job background
    Description

    Service Managers take responsibility for the end to end customer experience. They act as customer champion within the Organisation ,making sure we continually meet expectations and contractual obligations. A Service Manager engages with all functions of the service lifecycle and ensures the processes and technology are suitable for business and customer needs.

    Key Responsibilities

    Relationship Management

    • Develop customer relationships based on trust, confidence and mutual respect.
    • Maintain a comprehensive understanding of the customer's strategy, commercial drivers, market and challenges with particular focus on the development of a strategic partnership.
    • Act as the customers' advocate ensuring that their current and future business requirements and service expectations are understood by the relevant operational and support teams.
    • Anticipate service management challenges and feed into the Consulting service issues/ideas for improvement.
    • Ensure high levels of communication with customers are maintained at all times.
    • Ensure customer issues are handled in a professional, timely and effective manner.
    • Proactively work with sales to identify additional products/services that will enhance your customer experience.
    • Track and ensure that contractual commitments and service levels are being met.
    • Proactively analyse performance data to identify recurrent problems to prepare for potential capacity and performance issues.
    • Drive root cause analysis with Problem Management to ensure repeat problems are addressed proactively.
    • Act as an escalation point to ensure a quick and timely resolution of incidents or enquiries.
    • Liaise with key stakeholders and where necessary drive internal teams to resolve issues as a priority.
    • Handle customer complaints to resolution without further escalating issues.
    • Participate in commercial, security and future development discussions.
    • Build comprehensive knowledge of the customer's use of the standard and bespoke services.
    • Participate in the overall transition of new or changed customer services into BAU.
    • Continually maintain and measure customer satisfaction.
    • Proactively analyse performance and customer feedback data to identify areas we can improve.
    • Work with internal teams to develop improvement plans.
    • Monitor, report on and manage progress against agreed improvement plans.
    • Keep any improvement plan documents/trackers accurate and up to date.
    • Engage the relevant operational teams required to deliver the necessary improvements and ensure buy in or support is achieved.
    • Design and participate in internal training that will improve service levels as required.
    Review
    • Produce performance reports, service reviews, improvement plans and other ad-hoc reports as required.
    • Assist and/or lead internal root cause analysis sessions for customer specific major incidents.
    • Ensure reports and information provided to management and customers is fully up to date and accurate.
    • Track and manage the customer experience throughout the customer lifecycle and in line with agreed timescales; e.g. time to provide a quote, delivering a service, repairing a failure, ensuring accurate invoicing/cash collection and cessation of services.
    • Take the lead in service reviews, representing our success to customers and proactive action plans for any areas of customer concern. Chair meetings when required.
    Person Profile
    • Education & Qualifications: Specialised/Technical
    • Bachelors degree or equivalent, or substantial alternative experience
    • Further ITIL certifications
    • PRINCE2 or other Project Management certification
    Experience
    • Good experience in a similar customer facing role in Service, Delivery or Client Relationship Management, typically of at least two years.
    • IT / Telecoms industry experience
    • Experience with the software development lifecycle, cloud platforms and/or the development of hardware and software
    • Experience working with or for the Contact Centre industry
    • Experience in project management or project delivery in the IT and Telecoms sector
    • Experience in conducting Service Review Meetings with customers and providers
    • Good experience of producing accurate reports, and of providing meaningful analysis on trends and patterns from raw data.
    • Experience in influencing supplier companies to make appropriate changes to support customer requirements and continual improvement.
    • Commercial acumen: able to consider both the customer and company, setting expectations with both accordingly
    • Strong interpersonal skills including negotiation and influencing
    • Strong written and verbal communication
    • Good numeracy
    • Able to remain calm and professional under pressure
    • Strong organisational skills
    • Good MS Office skills including Word / Excel with and ability to design, update and issue accurate reports
    • Able to clearly instruct and effectively mentor / train others

    The nature of a service management role will mean the jobholder will experience peaks in workload around customer requests / incidents and so must be flexible to accommodate this and maintain high levels of customer satisfaction. There will also be a requirement to visit customer locations, so an ability to do so will be essential.

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