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Services Manager - IT

Job Title: Services Manager - IT
Contract Type: Permanent
Location: Marlow, Buckinghamshire
Salary: Competitive salary and benefits
Start Date: ASAP
REF: LS/SC/Marlow/ServMan_1515079694
Contact Name: Leanne Summers
Contact Email:
Job Published: about 1 year ago

Job Description

Services Manager - IT - Permanent - Marlow, Buckinghamshire.

A leading IT infrastructure provider is searching for a Services Manager to join their team in Marlow on a permanent basis.

Responsibilities will include:

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 cat/customer 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. Ensure that the company and its partners are delivering to contractual obligations.

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 Required:

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.

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