Service Manager

Service Manager
+ Location: Newcastle
+ Working Module: Hybrid
+ Salary: GBP40,000 - GBP50,000 Per Annum
+ Must hold Right to work
The Role:
The Service Manager will report directly to the Senior Service Manager and form part of our NOC team in Newcastle, this role is pivotal in providing customer support to our clients.
Key Responsibilities and Duties:
This role will lead Operational Customer Service Management, providing ITIL standard incident, problem and change management support for all customers.

• Incident Management - Help manage major/complex incidents where required through to resolution/service restoration by collaborating internally with Ops, Engineering, NOC and
• Technical support and externally with carriers & partner vendors/suppliers.
• Manage customer escalations (Subsea and terrestrial),'trouble to resolve' process including field technicians in-line with iNOC.
• Service Reviews - Conduct monthly/Quarterly reviews with clients discussing operational service and any queries/complaints they may have.
• Help to produce data analytical reports based on common trends for customers. This will include Service Availability reports, SLA's, Ticket Volume, Change performance.
• Problem Management - Drive Root Cause Analysis (RCA) and eradication planning across incidents to ensure performance improvement is delivered, ticket resolution within SLA and clear understanding of the root causes of the problems.
• Change Management - Co-ordination and reporting of all changes. Weekly/Monthly reviews of changes past/future, reporting on change statistics and performance.
• Vendor management - Coordination collaborating with Tier 3 Operations when troubleshooting and planning network upgrades/delivery roadmaps.
• Process Design - Design, enhance and implement processes within the NOC. Ensuring the process delivers an optimal experience for our NOC engineers and achieves the outcome effectively. Identify and improve efficiency in current processes internally.
• Ensuring all KPIs and SLAs are met for service and network availability. Follow up with vendor or network provider for full RFO, lessons learned, and optimised process or configuration where required.
• Internal communications as appropriate of service impacting incidents/escalations.
• Continuous improvement operational performance ethos. Drive and deliver positive trends to reduce incident volumes, increase network availability, eradicate repeat incidents and decrease incident durations.
• Travel and training may be required from time to time across various sites.

Key Skills and Competencies:

• 5-10 years experience managing Incident, Problem and Change activities & processes.
• Network and/or Facility management experience beneficial.
• Previous Vendor and Carrier management experience.
• Ability to build effective working relationships with all levels of the business and across all functions
• Strong ITIL background throughout Incident, Problem, Change and Configuration management processes.
• Ability to work in a fast paced environment, managing several tasks and projects concurrently.
• Strong Systems background across, ticketing, monitoring, reporting and administration.
• Reporting skills and experience, Excel or other tools/systems.
• Previous Network, Telco, Subsea experience a distinct advantage