Nhs Senior Service Manager

2 weeks ago

Glasgow, Glasgow City, United Kingdom Gamma Recruitment team Full time
A different breed of communications provider.

The Service Manager is responsible for the achievement of all service elements within their key customer account(s) as defined within the Contract & Contract Schedules, and for demonstrating performance to key customer and Gamma stakeholders.

Gamma key contracts have a strong foundation in ITIL best practice, so extensive working knowledge of ITIL is required.

Work to targets to achieve and exceed Key Performance Indicators (KPIs).

Understand the deliverables of the individual customer contracts with a view to develop and improve the service offered by Gamma to the customer throughout the lifecycle of the account.

Identify Service Levels not being met and liaise with involved departments to execute corrective action, lead Continual Service Improvement (CSI) as an imperative aspect of the Service Advocate role.

Help manage all service-related issues to successful conclusion.

Provide a "dotted Line" into the Service Desk and act as a key escalation point for customer issues, problems and complaints.

Forge and develop relationships with key service stakeholders within the customer's business in order to cement an honest, productive working relationship.

Work with Gamma peers in the service / operational organisation in order to ensure that the effects of defects within Gamma operations that cause issues are vocalised.

Identify areas for improvement e.g. product, system or process, provide recommendations to support customer requirements for cost savings, growth, and technology refreshes.

Track all activity in the appropriate CRM systems following the defined processes and look for opportunities to improve or enhance the information in the systems.

ITIL Certification
Demonstrable experience of ITIL-based Service Management to large Enterprise customers
Service Now CRM
Highlight Network Monitoring
Data and/or telecoms products
SLA & KPI management
Capacity planning & demand management
Management reporting
Risk & issue management
25 days holiday + bank holidays
Your birthday off
Private Medical Insurance
Electric Vehicle (EV) scheme
Pension plan
Enhanced maternity and paternity leave

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves.
race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age.

We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you to create a work-life balance and enjoy working here at Gamma.

Agencies cannot work on this role unless released by Gamma's recruitment team. #

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