Service Manager

Service Delivery Manager- Hybrid/West Yorkshire

WAN, Networking, WAN, MPLS, Cisco, NOC, ITIL

You will have worked in a senior service management function in the provision of networking services, ideally on Managed Service contracts.

Main purpose of role:
You will be responsible for the achievement of all service elements within this new key customer account and for demonstrating performance to key customer and internal stakeholders and working knowledge of ITIL is required.
Key responsibilities:
To ensure that business objectives and service targets are exceeded, ultimately facilitating the successful retention of your customer account.
Tasks required will include (but are not exclusive to):
· Work to targets to achieve and exceed Key Performance Indicators (KPIs).
· Understand the deliverables of the individual customer contracts with a view to develop and improve the service offered by us to the customer throughout the lifecycle of the account.
· Identify Service Levels not being met and liaise with involved departments to execute corrective action, lead Continual Service Improvement (CSI) as an imperative aspect of the Service Advocate role.
· Help manage all service-related issues to successful conclusion. Provide a "dotted Line" into the Service Desk and act as a key escalation point for customer issues, problems and complaints.
· Forge and develop relationships with key service stakeholders within the customer's business in order to cement an honest, productive working relationship.
· Production of documentation to a very high standard, and presentation at regular customer and internal stakeholder meetings as defined within the customer’s Communication Plan.
· Work with peers in the service / operational organisation in order to ensure that the effects of defects within our operations that cause issues are vocalised.
· Identify areas for improvement e.g. product, system or process, provide recommendations to support customer requirements for cost savings, growth, and technology refreshes.
· Maintain an awareness of the prevailing UK market conditions and competitive landscape and exploit any opportunities arising from this knowledge.
· Track all activity in the appropriate CRM systems following the defined processes and look for opportunities to improve or enhance the information in the systems.
· Data entry within the various company systems.
· Represent our brand through an ability to communicate in a business-like manner.
· Promote an atmosphere centred on delivering superior customer service.
· Undertake regular training and coaching sessions as and when required.
Key skills:
Skill Detail
Problem solving
This role is responsible for the ongoing achievement of contractual service elements. As such, you must be proactively interrogating the customer’s environment to identify and mitigate risks before they become issues. This extends specifically to incidents, events, problems and capacity planning in the ITIL environment. You will provide innovative solutions to mitigate and resolve risks and issues proactively.
Decision making 
You will make daily decisions in your capacity as a key escalation point and owner of the achievement of contractual service elements. 
Innovation
You will work with the Customer Advocacy, Technical Architecture, and Solutions teams to develop innovative and achievable solutions for the customer’s future roadmap.
Communication
Exemplary command of the English language, both written and verbal, is required. Efficiency of response to customer and stakeholder enquiries is of great importance.
Interpersonal 
You will have a non-line-management responsibility over the Service Desk. They will be accountable for their achievement of SLAs and service elements but will not have team-leadership responsibilities. As such, they must be able to exercise influence, and gain the respect of people outside of their control. Senior stakeholder management and a clear, concise approach to reporting key themes is of great importance.
Financial 
You will be acutely financially aware and be responsible for the achievement of service elements, whereby failure may result in a guarantee payment to the customer. These payments will be tracked and reported as part of your key KPIs.
Key relationships:
· The customer’s operational / service management teams and their key SIAM partners
· Service Desk
· Network Engineering
· Design architecture
· Customer Advocacy
· Programme / Project Management
· Customer Support
· NOC/TOC
· Delivery Teams