Travel Senior Service Manager

4 weeks ago

Birmingham, United Kingdom Intercity Technology Limited Full time

The Head of Technical Service Assurance will be responsible for providing customers will pro-active insights, data, analytics, and recommendations to optimise their customer estate, improve their service as well as hardening security. They will also seek new commercial opportunities through a clear understanding of customer contracts, licences, lifecycle management, renewals, end of life hardware etc. The Head of Technical Service Assurance will be developing and implementing service assurance policies, procedures, and best practices across all Intercity Service towers. Monitoring and reporting on service metrics, SLAs, customer feedback, and incidents to support with Identifying and resolving service issues, problem management, risks, and gaps. Support with planning and executing service improvement initiatives and projects.
The Head of Technical Service Assurance will also support with contract management to ensure the effective and efficient management of contracts throughout their life cycle for in-life add moves and changes.
By leveraging data, analytics, and best practices, youll provide tailored recommendations to optimize their service experience.
Commercial Acumen:
As a key player, youll dive into customer contracts, licenses, and lifecycle management. Your keen eye for opportunities will help us identify new revenue streams and enhance customer satisfaction.
Service Assurance Leadership:
Youll develop and implement robust service assurance policies and procedures across all Intercity Service towers. Monitoring service metrics, SLAs, and customer feedback, youll proactively address issues, manage risks, and bridge any gaps.
Organizational Change Champion : As the Head of Service Assurance, youll play a pivotal role in supporting organizational change. Youll ensure that robust systems for performance evaluation, development, communication, monitoring, and reviews are in place. Your expertise will contribute to a dynamic and agile work environment.
Join multi-disciplinary project teams to break down departmental barriers. Encourage internal and external partnership working, fostering a culture of collaboration and innovation.
Your commitment to continuous improvement will elevate our services.
Team Leadership : Manage and lead a team of service assurance colleagues. Your team will be responsible for monitoring, troubleshooting, and escalating service issues promptly.
Engage with senior managers and stakeholders to understand their service expectations and requirements. Data-Driven Insights
:
Create and maintain service assurance reports, dashboards, and feedback mechanisms. These insights will guide our service enhancements and customer satisfaction efforts.
Develop technical roadmaps and continuous service improvement (CSI) plans in collaboration with our valued customers. Work closely with tech services, operations, customer service, and sales teams. Together, well ensure seamless service delivery and exceed customer expectations.
Quality Standards and Best Practices: Establish quality standards and procedures, communicating clear expectations to colleagues and leaders. Monitor all quality operations to ensure adherence to standards.
Your dedication to service excellence will make a difference.
Service Level Agreements (SLAs) : Oversee and guide all activities of the Service Assurance team, ensuring adherence to best practices and maintaining SLAs.
Problem Management and Improvement
:
Develop problem management strategies and service improvement plans. Quality Assurance
:
Conduct inspections of quality operations, promptly reporting any issues. ITIL Foundation
Experience of CRM and ITSM Systems
Evidence of building multi-disciplinary teams
Good understanding of financial management
An understanding of HR management
Knowledge of Managed Service industry
Experience in a technical support/assurance environment or a similar customer-facing role
Display strong understanding of ITIL methodology and disciplines.
Proficiency in Microsoft Office and other IT tools
Knowledge of service quality standards, frameworks, and methodologies
Intercity Technology provides reliable and secure technologies in communications, cloud and managed services, with a big difference
Intercity is a technology solutions partner that isnt all about tech. Our vision is to be the best technology partner to work for and with
Customer Net Promoter Score of +85
1 best telecoms company to work for
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