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Head of Service Management
4 months ago
**Posted**: 17th February 2023
- Are you an experienced Service Delivery Manager looking for a role that really makes a difference?- We are looking for a Head of Service Management based at our Mansfield Office. You will lead the design and delivery for our customer support service, through the implementation phase and translating this into our service provision and managing subsequent delivery against SLAs.- Key Responsibilities-
- Leading, developing and managing a multi-skilled support team to deliver an effective support function that has the capability to resolve customer issues within agreed Service Level Agreements and promoting high levels of customer satisfaction.
- Defining and managing service provision agreements with customers and 3rd party suppliers to ensure that customer issues are tracked, managed and resolved in line with agreed SLAs.
- Transitioning in new service management capabilities as relevant.
- Supporting the sales and commercial teams to define and agree Service contracts with clients and ensuring the service capability and/or risks are managed to meet those obligations.
- Managing Major Incidents and minimising risks to service delivery or potential loss of customer data.
- Developing and managing Continual Service Improvement Plans (CSIP), using data to identify, prioritise and implement service improvements and efficiencies, standardising and automating processes wherever possible to ensure consistency and easily replicable implementation for new customers.
- Delivering regular and insightful customer reports, collating information around common issues that can be used to offer additional services such as customer effectiveness audits and training for service users.
- Developing and maintaining an in-depth understanding of each customer’s IT infrastructure and organisation.
- Managing and developing Operational Level Agreements (OLA’s) and relationships with partners and third-party suppliers.
- Be a focal point for Issue Management and driving improvements to that process.- Essential Skills and Experience-
- Previous experience in a Service Management role, preferably within the Healthtech software industry.
- Degree in IT related or similar level of knowledge.
- Logical, resourceful and with a sound technical understanding of the software development and implementation process.
- Customer focused with a desire to deliver a right first-time approach within the team
- Familiar with emerging technologies within service desk functions.- If this sounds like the role for you, please apply
