Senior Service Manager | Remote working | Gloucester | £65,000 – £80,000 | FTC
Jonothan Bosworth Recruitment Specialists are currently seeking a Service Manager where you will join a well-established company who are at the forefront of a new growth plan and underway with an ambitious program of work.
As Senior Service Manager you will take a leadership role in defining the approach to service management as well as a direct and hands on role in managing several high-profile services.
You will be working alongside colleagues from Product Management, Engineering, Operations, Sales and Support to ensure that customers' expectations are exceeded regarding the delivery of mission critical services.
This is a great opportunity for you to actively shape the Service Management function based on previous experience, specifically B2C or B2B2C Enterprise Software.
If you have a pragmatic style and approach to service delivery today while being able to define a future state for an organisation that would encompass people (skills, scale), processes (ITIL based) and technology we would like to hear from you.
THE BASICS:
You will define and then deliver a monthly service reporting for key critical solutions and products.
You will work alongside sales and services colleagues to deliver monthly reports to customers which would include issue follow up, attending client service meetings, and communicating service information to the customer.
Tracking and reporting performance against defined Service Level Agreements, acting as the single point of contact for Technology for the service, including acting as incident manager for the services you are responsible for.
Work alongside colleagues in Technology Operations and Engineering to define and then deliver a standard set of KPI's for each solution or product.
Implement a standard service level document that can be used across the organisation
KEY SKILLS:
You will have substantial experience in Service Management, specifically in delivering services to Enterprise customers.
Detailed understanding of the ITIL framework, with evidence of pragmatically implementing ITIL elements that delivered business value.
Excellent communication skills and experience of presenting to senior customer audiences.
Have a track record of supporting organisations in maturing their ITIL processes.
Travel to Gloucester twice a week.
For more information, please contact Claire at Jonothan Bosworth Recruitment Specialists.
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