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    Service Manager, Data - Birmingham, United Kingdom - Intercity Technology

    Intercity Technology
    Intercity Technology Birmingham, United Kingdom

    3 weeks ago

    Default job background
    Description

    The Head of Technical Service Assurance will be responsible for providing customers will pro-active insights, data, analytics, and recommendations to optimise their customer estate, improve their service as well as hardening security.

    They will also seek new commercial opportunities through a clear understanding of customer contracts, licences, lifecycle management, renewals, end of life hardware etc.

    The Head of Technical Service Assurance will be developing and implementing service assurance policies, procedures, and best practices across all Intercity Service towers.

    Monitoring and reporting on service metrics, SLAs, customer feedback, and incidents to support with Identifying and resolving service issues, problem management, risks, and gaps.

    Support with planning and executing service improvement initiatives and projects,

    The Head of Technical Service Assurance will also support with contract management to ensure the effective and efficient management of contracts throughout their life cycle for in-life add moves and changes.

    By leveraging data, analytics, and best practices, you'll provide tailored recommendations to optimize their service experience.

    Commercial Acumen:
    As a key player, you'll dive into customer contracts, licenses, and lifecycle management. Your keen eye for opportunities will help us identify new revenue streams and enhance customer satisfaction.

    Service Assurance Leadership:
    You'll develop and implement robust service assurance policies and procedures across all Intercity Service towers. Monitoring service metrics, SLAs, and customer feedback, you'll proactively address issues, manage risks, and bridge any gaps.

    Organizational Change Champion :
    As the Head of Service Assurance, you'll play a pivotal role in supporting organizational change. You'll ensure that robust systems for performance evaluation, development, communication, monitoring, and reviews are in place. Your expertise will contribute to a dynamic and agile work environment.

    Collaborative Leadership :
    Join multi-disciplinary project teams to break down departmental barriers. Encourage internal and external partnership working, fostering a culture of collaboration and innovation.
    Your commitment to continuous improvement will elevate our services.

    Team Leadership :
    Manage and lead a team of service assurance colleagues. Your team will be responsible for monitoring, troubleshooting, and escalating service issues promptly.

    Stakeholder Engagement :
    Engage with senior managers and stakeholders to understand their service expectations and requirements


    Data-Driven Insights :
    Create and maintain service assurance reports, dashboards, and feedback mechanisms. These insights will guide our service enhancements and customer satisfaction efforts.

    Strategic Roadmaps :
    Develop technical roadmaps and continuous service improvement (CSI) plans in collaboration with our valued customers


    Cross-Functional Collaboration :
    Work closely with tech services, operations, customer service, and sales teams. Together, we'll ensure seamless service delivery and exceed customer expectations.
    Quality Standards and Best Practices : Establish quality standards and procedures, communicating clear expectations to colleagues and leaders. Monitor all quality operations to ensure adherence to standards.
    Your dedication to service excellence will make a difference.

    Service Level Agreements (SLAs) : Oversee and guide all activities of the Service Assurance team, ensuring adherence to best practices and maintaining SLAs.

    Problem Management and Improvement : Develop problem management strategies and service improvement plans


    Quality Assurance :
    Conduct inspections of quality operations, promptly reporting any issues. ITIL Foundation
    Experience of CRM and ITSM Systems
    Evidence of building multi-disciplinary teams
    Good understanding of financial management
    An understanding of HR management
    Knowledge of Managed Service industry
    Experience in a technical support/assurance environment or a similar customer-facing role
    Display strong understanding of ITIL methodology and disciplines.
    Proficiency in Microsoft Office and other IT tools
    Knowledge of service quality standards, frameworks, and methodologies

    Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference – Intercity is a technology solutions partner that isn't all about tech.

    Our vision is to be the best technology partner to work for and with – we are really proud of our achievements so far:

    ~ Customer Net Promoter Score of +85

    ~ 1 best telecoms company to work for

    ~ We are committed to using any personal information you may give us in a secure and proper manner, for more information please see our privacy policy on our website.
    #
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