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Service Pod Manager

2 months ago

Coventry, Coventry, United Kingdom Zenzero Full time
Job Description

Role Overview

The Service Pod Manager is a critical role that oversees and ensures the effective operation of the Service Pod(s) and the service provided to our customers at Zenzero. You will be responsible for ensuring exceptional levels of support and service are provided to customers in accordance with defined Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and with a focus on positive customer outcomes.

Key Responsibilities:

  1. Pod Management: Day-to-day management, coaching, development, and performance management of Service Desk Engineers.
  2. Service Level Agreements: Ensuring SLAs for all tickets are met and implemented appropriately.
  3. Key Performance Indicators: Checking in KPI goals for your team and identifying trends.
  4. Calls: Ensuring appropriate staffing and level of cover for call quantities.
  5. Tickets: Ensuring tickets are resourced appropriately and are being actioned in a timely manner.
  6. Escalations: Ensuring there is an appropriate escalation avenue for the ticket journey.
  7. Customer Satisfaction: Identifying worse than best results and investigating.
  8. Personnel: Responsible for recruitment, induction, training, rotas, appraisals, one-to-one performance assessment, and mentoring.

Primary Tasks:

  1. Ensuring effective management of all service tickets processed by the service pod, including effective notes, time recording, and closure of service tickets.
  2. Ensuring adherence to KPI and SLA targets.
  3. Help align service pod strategy to that of the wider organization.
  4. Manage the service pod operation and take responsibility for performance, people satisfaction, leadership, and direction.
  5. Be involved in service review meetings and tenders.
  6. Complaint and relationship handling, assisting oversight of critical incidents.
  7. Work with other Team Managers, Team Leaders, and Service Delivery Managers to ensure positive outcomes for our customers.
  8. Conduct one-to-one performance reviews and disciplinaries.
  9. Liaise with HR regarding people issues, recruitment, etc.
  10. Be available to work out of hours.
  11. Secondary Tasks:
  12. Oversee normalization of ConnectWise tickets.
  13. Distribute communications to all relevant parties about planned and unplanned service disruptions.
  14. Ensure the effectiveness and relevance of the service desk policies, procedures, checklists, guides, etc.
  15. ISO9001 (and 27001) audit preparation and improvement.

Responsibilities:

  1. Manage and control the service pod and ensure that all operational requirements are delivered.
  2. Ensure that staffing levels are maintained throughout operational hours and adequately resourced to reflect peaks and troughs in the workload.
  3. Ensure the Service Pod is aware of changes and the potential effects on delivery of services.
  4. Take direct responsibility for all service pod staff and advise and mentor them as required.
  5. Help monitor and review performance targets, produce and report on performance metrics, etc.
  6. Provide input and help improve the development of the resource models, assist the Service Manager(s) in operational planning, and in managing budgets, covering areas such as training, recruitment, and infrastructure.
  7. Represent the Service Pod at meetings.
  8. Assist with staff training and business awareness.
  9. Communicate and form good working relationships with senior management.
  10. Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring and reviews.
  11. Ensure information and time entries are accurately recorded in the service management tool and meet our standards.
  12. Coordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business and/or affected users.
  13. Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed.
  14. Develop and maintain knowledge and skills and keep up to date with new processes, procedures, and developments in the IT industry.