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Service Manager
3 months ago
Your new company
My client has an urgent requirement for a Service Manager ideally with Telephony/voice services experience.
Your new role
You will be required to work with the existing teams to design new or improved processes for the telephony service and embed these in the organisation.
You will drive service improvement plans related to current service to conclusion and handover to a BAU operating model.You will need to deal with escalated issues, support root cause and where further service improvements are required.
You will also support recruitment of roles to enable an inhouse team to manage the telephony service.
The Service Manager has responsibility for maintaining key services this includes ensuring stability, and performance resolving any issues that impact.
Developing a deep understanding of what is important to the service, they will be prioritising and drivingimprovements, and resolution of service related issues through established strong relationships with your key stakeholders and all of the technical teams.
Service manager sits in a tribe and reports into HoIT. This work has already started so you will needto be able to hit the ground runningKey requirements
- Demonstrable experience of establishing strong working relationships with technical teams, business stakeholders and third parties.
- Experience of service design / target operating model implementation within IT
- 3rd parties include NICE/Verint/Sycurio/Maintel.
- Systems include voice services Avaya (using ICON), workforce management tools and call recording capability
- Experience of ITIL processes working in an agile environment
- Ability to understand and explain IT solutions and issues to a nontechnical audience is critical. IT understanding should also be sufficient to credibly engage with the teams.
- Can generate solutions from complex problems;
- Excellent facilitation ability;
- Sound commercial acumen;
- Excellent stakeholder management;
- Decisive and calm in a crises;
- Continually seeks improvement.
What you need to do now
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
