IT Service Manager- Telecoms (X/SR/ITSM)

We are looking for an IT Service Assurance Manager to join the dynamic Service Management team who are accountable for the end to end service performance and customer experience delivered by our IT. Service Management is accountable for the services delivered by the Managed Services Partner ensuring stability of the IT estate.

Role Purpose

This role delivers an end to end view of service performance and customer experience across IT services. Delivered through the agreement of service levels with customers, ensuring compliance and communicating performance to key stakeholders (internal and external). The role will instigate, develop and implement Service Improvement activity in the event of under-performance or in line with changing business requirements.

The Role

• Build excellent relationships with designated customers in the business and shareholder areas to align IT Services to business objectives
• Define, Implement and Manage SLAs for assigned services and ensure delivery of service to agreed levels
• Understand business priority, ensure services are aligned to priority and translate and communicate priority throughout IT
• Develop a view of customer experience and service performance and deliver this insight to shareholders and internally

• Proactively identify and deliver service improvement plans (SIPs) required to maintain or improve service levels
• Hold regular Service reviews with shareholders to demonstrate performance and review service risks and undertake customer satisfaction measurement and improvement
• Act as an escalation point for incidents where exceptional business impact is experienced to ensure appropriate resolution
• Be the custodian of live service, approve changes to assigned services to ensure impacts are understood and service performance is not negatively impacted
• Ensure delivery of new services, including service level requirements, measurement capabilities and agreement with shareholders and internal business areas

Must Have

• Solid technical background and commercial awareness
• Relationship building skills and the ability to empathise with customers and their needs
• Ability to understand Business Units requirements and drivers
• Is proficient in customer management techniques:
• Demonstrates a high level of presentational skills adapting to all levels of audience
• Ability to lead virtual support groups, suppliers internal and external customers
• Previous involvement with managing third party suppliers
• Drives improvement plans across a range of business units and services and understands the commercial implications of the work undertaken / improvements required
• Good working knowledge of the key service management processes

Project People is acting as an Employment Business in relation to this vacancy.