Service Centre Manager

7 days ago

Leatherhead Surrey, United Kingdom Cisilion Full time

Cisilion are seeking a dynamic Service Centre Manager to join our Client Services team. In this role, you will have responsibility of the entire service centre, including the 24/7 service desk and the senior engineering team (20+ colleagues) - this will include direct line management of the team leaders of the various teams.

The Service Centre covers multiple technology stacks, including networking (Cisco, Meraki, Fortinet), collaboration (various), and cloud services (Azure). Your primary responsibility will be to ensure the smooth operation and continuous improvement of the Cisilion Service Centre, delivering exceptional customer service and technical support to our clients.

Knowledge & Experience

  • Team Leadership experience in a technical operations environment.
  • Strong Service Management knowledge across the ITIL practices of Incident, Problem, Change, Event, Knowledge, Asset & Configuration Management.
  • Technical acumen achieved through experience in an operations environment e.g. Support and/or Delivery, with an engineering background.
  • Background of supporting/managing Cisco and/or Microsoft Azure estates is required.
  • Experience in implementing and managing automation initiatives in an operational environment is highly desirable.
  • Well versed in communicating and collaborating at senior levels.
  • Experience of mature ITSM and Observability tooling e.g. ServiceNow, BMC, Cherwell, ScienceLogic, Cisco Thousand Eyes

Key Responsibilities

Leadership and Management

  • Build, Lead and inspire a team of service centre engineers to deliver a strong customer experience and exceed service and experience level agreements.
  • Conduct regular performance reviews, provide feedback, and identify training needs to support team development.
  • Foster a positive and collaborative work environment, promoting teamwork and shared goals.
  • Work with peers across the business to establish the Service Centre as a cornerstone of the Cisilion value proposition.

Service Centre Operations

  • Oversee the day-to-day operations of the 24/7 Service Centre to ensure timely and effective resolution of customer Incidents and Requests.
  • Monitor and manage service desk performance metrics, including response times, resolution times, and general service reporting.
  • Develop and implement processes and procedures to enhance team productivity, morale, efficiency and effectiveness.
  • Act as a hierarchical escalation point for the Service Centre for Incident and Major Incident management.
  • Partner with Project Management and Service Transition to onboard new Managed Services customers.

Systems & Tooling

  • Provide the foundation to the Service Centre to effectively manage and monitor customer estates via the Cisilion Observability and Monitoring platform, as well as the ITSM tool and Configuration Management platform.
  • Work with peers and leadership to build requirements for, and to onboard, troubleshooting systems and tooling to enhance Service Centre capabilities.

Continuous Improvement

  • Drive Continuous Improvement activities and Initiatives to promote and foster a culture of Improvement for the Service Centre
  • Utilise Continuous Improvement methods and practices to establish root causes and implement corrective actions.
  • Drive automation and lean practices to reduce manual activities and enhance value-add work for the Service Centre and Cisilion clients.

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