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Services Manager

Job Title: Services Manager
Contract Type: Permanent
Location: Buckinghamshire, England
Industry:
Salary: Negotiable
Start Date: ASAP
REF: PP/SM/P/CS_1515160261
Contact Name: Chris Small
Contact Email: chris.small@projectpeople.com
Job Published: 6 months ago

Job Description

Services Manager:

Fantastic Permanent Opportunity available with one of the UK's leading IT infrastructure providers with a proven track record for outstanding customer service and employee satisfaction.

Responsibilities

  • Building and sustaining strong relationships with new and existing Services customers, partners and internal stakeholders such as Account Managers and Operations Centre teams.
  • In collaboration with internal stakeholders, negotiate Service Level Agreements with new customers. Use historic data to inform your negotiations of SLAs for contract renewals.
  • Actively lead customer contract renewals discussions, ensuring that proactive conversations occur in a timely fashion, working with multiple stakeholders to ensure successful retention of our customer baseline and ensure positive revenue and GP growth
  • Represent the customer during escalation events and co-ordinate support teams to deliver within contractual timescales and agreements
  • Schedule and manage regular customer service review meetings, presenting meaningful and value add insights to customers.
  • Produce and maintain service improvement plans, driving an increase in customer satisfaction levels and improved service experience
  • Manage the service relationships with multiple customers with differing needs and service levels
  • Pro-actively manage risk and issues for our customer's, highlighting to the relevant stakeholders where appropriate and proposing mitigating actions.
  • Review service failure incident reports with customers when required
  • Liaising with relevant operations centre teams to champion the customer in relation service assurance activities including change and problem management
  • Ensure appropriate documentation is in place for specific support requirements.
  • Supporting and adherence to ITIL ,ISO 27001 and ISO 20000 practices and certification
  • Management and scheduling of reporting requirement's for the Service Management team and customer needs
  • Management of Service Management team mail-box
  • Responsible for the creation and implementation of the Service Management communication's plan

Skills & Experience

  • A proven background in Service Delivery Management, ideally within a Managed Service customer focused helpdesk environment where you are accountable for multiple customers.
  • Excellent attention to detail, contract, negotiation and management experience
  • Excellent communication skills with a passion for working with people and the ability to quickly build and sustain strong relationships. Effective negotiation skills - technical through to director.
  • A pro-active approach with the ability to show personal drive and enthusiasm
  • Ability to hit the ground running.
  • Strong planning, organisation and administration skills
  • Strong organisational , time management and prioritisation skills
  • Full understanding of ITIL/ISO20000 with certification to foundation level.
  • Ability to work with multiple stakeholders and 3rd party supplier management
  • Able to manage conflict in a balanced manner
  • Full understanding of service reporting, tooling and methods.
  • Commercial understanding to enable upsell of services into existing and potential new customers

To apply for this position please send an updated CV to chris.small@projectpeople.com

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