An opportunity has arisen for a Senior IT Services Manager to join a small to meduim sized Tech company. My client has an excellent reputation for staff development and retention. They have recently won a large number of new customers and require a Senior IT Services Manager to work with them and the existying portfolio.
As a Client Services Manager you will manage a dedicated operations team to deliver all contracted services to a portfolio of allocated customers. You will oversee a number of key functions within the Service Operations department that enable the delivery of a high quality of service.
This position is a customer facing role, and requires that you establish and manage expectations within your customer portfolio in alignment with contracted service levels whilst seeking to strengthen and develop relationships for the longer-term.
Lead an operational team, dedicated to the delivery of services to your portfolio of customers.
Pro-actively monitor, control and support service delivery; working with the Service Delivery Management team (where aligned) and colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.
Champion customer service and support in Projects and develop a strong understanding of projects impacting your customer portfolio as well as ensuring comprehensive acceptance into support is undertaken ahead of go-live.
Demonstrate a strong understanding of your customers’ utilisation of our services (SLA/KPI as well as other service metrics and supporting data)
Deliver high quality internal management information as well as Service Reporting to the customer as outlined in the Master Services Agreement.
ITIL foundation qualification or better.