Head of Service Management

7 months ago


Gateshead, United Kingdom Aspire Technology Solutions Full time

**About Aspire**

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. It is an exciting time to join us on our journey as we grow and expand
- Our mission: To deliver technology like no other_

**About the role**

We are looking for a Head of Service Management with an IT technical background and passion for delivering a best-in-class service to our customers.

Working alongside our Service Desk, Technical Solutions and Sales Teams, you will work to ensure that we are always delivering an innovative service and solutions to our customers.

Effective communication with customers will be key to the day-to-day role, ensuring that the Service Management team is operating consistently and to a high level. The ability to understand a customer’s issue, and to drive short
- and long-term improvements, that provide value and a resilient IT structure is vital.

You will be committed to continuous improvement of processes, identifying areas of risk and opportunities to improve service and efficiency.

**What you will be doing**
- Day-to-Day leadership of our UK-wide Service Management team, providing line management and mentoring responsibilities.
- Developing and maintaining strong working relationships with our largest customers, working with them to develop their IT resiliency and driving technical improvements. This will involve working to understand risks, efficiency improvements and budget planning.
- Working closely with our Customer Experience and Service Desk teams to improve the customer experience and maintain a high NPS score.
- Support continual improvement by identifying opportunities for efficiency including automation of manual processes.

**You will suit the role if you have**
- Demonstrable knowledge or experience in Customer Service, Technical Support and senior customer stakeholder management.
- A good understanding of Incident and Problem management.
- Experience working with IT infrastructure including Microsoft 365, security, Unified Comms, Cloud and on-premise infrastructure.
- Strong problem solving and troubleshooting skills with the ability to take action.
- Excellent communication skills and the ability to build strong relationships with colleagues and customers at all levels, to drive improvement to service.
- Excellent time management, planning and organisational skills to manage and prioritise own tasks and service desk issues in order to manage a diverse workload.

An understanding of Service Management operations, a qualification within the ITIL framework would be useful.

**Our values**

We understand that you might not have all of the qualifications and experiences that we think are key to succeeding in this role therefore we provide continuous learning and development at Aspire which is at the heart of everything we do. As long as you are passionate, eager to learn and driven to be the best at what you do and live our values this role may be a fit for you.

**Salary**

£50,000 to £70,000 per annum (depending on experience) plus company car or car allowance

**Benefits**

Here at Aspire we offer a great benefits package and a competitive salary. Being a people-centric organisation is what sets us apart - we strive to look after our people in the best way we can
- Travel benefits including free parking, subsidized travel passes and much more
- Health Cash Plan
- Cycle to Work Scheme
- Network Benefits
- Employee Assistance Program
- Enhanced Annual Leave Entitlement (increasing with length of service)
- Enhanced Maternity, Paternity and Parental Schemes
- Enhanced Pension Scheme
- Tech Purchase Scheme
- Electric Vehicle Salary Sacrifice Scheme
- Employee referral scheme
- New business referral scheme
- Discounted Gym Membership
- Life Assurance and Critical Illness cover

**Location and Working Arrangements**

You will be based at Aspire’s Gateshead Head Office, with travel as required.

**Ho**urs of Work**

Full time (37.5 hours per week), Monday to Friday

**Equality, Inclusion and Diversity at Aspire**

Aspire is an equal opportunity employer committed to creating a culture that respects and values each other’s differences, that promotes dignity, equality and diversity that encourages individuals to develop their true potential.

**Interview Process**

We generally conduct interviews in three stages, lasting approximately 2-3 weeks depending on everyone’s calendars.

**#AspireForMore


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