Job Description
For us, tech has never been about just hardware or software. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference.
At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.
As Service Manager, you will accelerate boxxe's growth by optimizing technical support operations with a focus on sustainability and inclusion. Lead critical process improvements and service expansion that tangibly advance our innovative human-centric vision. Join our team of top talent driving meaningful progress.
As Service Manager, you will accelerate boxxe's growth by optimizing technical support operations with a focus on sustainability and inclusion. Lead critical process improvements and service expansion that tangibly advance our innovative human-centric vision.
- Ensure all services follow Incident, Request, Problem, Change and Event Management processes
- Meet SLAs and maximize service performance against KPIs
- Facilitate customer access and issue escalation
- Maintain services to match Design docs
- Attend Change Advisory Board meetings
- Escalate issues to Service Management Lead when needed
- Encourage input to improve services and streamline processes
- Oversee viable Service Improvement Plan implementation
- Lead risk management and mitigation
- Conduct Service Reviews evaluating SLAs, user satisfaction, outcomes
- Collaborate on new service design
- Partner with Project Management on live transitions
- Optimize communication and feedback across teams
- Report on service performance
- Conduct on-site visits when required
- ITIL 4 certification and IT service management experience
- Experience in service management leadership
- Experience in the IT industry
- Demonstrated skill communicating effectively across levels
- Talent for rallying teams around well-documented processes
- Meticulous attention to detail and reporting
- Adaptable schedule able to accommodate UK travel