Senior Service Manager

2 weeks ago


Glasgow, Glasgow City, United Kingdom Gamma Recruitment team Full time
Exciting Job Opportunity: Service Manager at Gamma

We believe that strong business partnerships thrive on trust and genuine connections. At Gamma, we value relationships above all else, working together hand in hand with our partners to achieve extraordinary results. As a different kind of communications provider, we are loyal, supportive, and reliable - always standing by your side on the journey to success. Together, we can accomplish great things and be #GoodTogether.

What does the role entail?

  • Work towards and surpass Key Performance Indicators (KPIs).
  • Enhance customer service throughout the account lifecycle, striving for excellence.
  • Lead Continual Service Improvement (CSI) initiatives to address service levels not met.
  • Act as a key escalation point for customer issues and oversee conflict resolution.
  • Cultivate strong relationships with key stakeholders for a mutually beneficial partnership.
  • Create high-quality documentation and present at stakeholder meetings.
  • Collaborate with peers to address operational issues effectively.
  • Identify and suggest improvements to meet customer needs.
  • Stay updated on market conditions and competitor landscape to leverage opportunities.
  • Maintain detailed records in CRM systems and seek ways to enhance data accuracy.

Requirements:

  • ITIL Certification.
  • Proven experience in ITIL-based Service Management for Enterprise clients.
  • Proficiency in Service Now CRM and Network Monitoring.
  • Strong problem-solving skills, time management, and ability to work under pressure.
  • Knowledge of data/telecoms products, SLA & KPI management, and more.

What's in it for you?

  • Generous holiday allowance, including your birthday off.
  • Private Medical Insurance and Pension plan.
  • Access to Electric Vehicle (EV) scheme.
  • Enhanced maternity and paternity leave.

About Gamma:

Gamma is a prominent provider of Unified Communications as a Service (UCaaS), delivering voice, data, and mobile solutions to businesses across Europe. With a focus on digital innovation, we empower SME customers through our network of channel partners. Even if you don't meet all requirements, we encourage you to apply - diversity is key to our success. Gamma is an inclusive employer that values a variety of backgrounds and experiences. Join us in a culture of trust, autonomy, and flexibility where your unique self is celebrated. Please note that we work exclusively with registered recruitment agencies, and speculative CVs will not be accepted. #J-18808-Ljbffr



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