Service Management Director
2 weeks ago
Location: Flexible
Salary: Competitive plus benefits
Smart DCC currently has an operational capability that is delivered in partnership with its IT service providers across multiple locations. This role is pivotal in ensuring that as a service integrator, Smart DCC and its service providers deliver a high quality of service to its customers.
Providing exceptional vision and leadership, the Director of Customer Relationship Management will have extensive experience across service management for setting the operational strategic engagement with the Smart DCC Customers, ensuring that the right processes, people, and technology are in place to ensure a service that delivers an optimal operating model.
- Help create a vision through strong innovation and strategic leadership to provide present and future direction and goal setting. Manage the Customer Relationship Management function including people development and management, financial management, and business planning, partner, and vendor management.
- Ensure Customer Relationship Management follows standardised operations and support methods, procedures and policies leveraging ITIL Version 3 or later, partnering tightly with the other Core Services Directors to ensure process alignment is in place.
- The Director of Customer Relationship Management will have the overall ownership for all operational relationships with the Smart DCC Customers.
- Accountable for improving our customer service experience, creating engaged customers and facilitating growth in Smart DCC business and its customers.
- Responsible for improving the communication, collaboration, coordination, negotiation, alignment, leadership, and decision making between our IT Service Providers in support of the Customers, Service Management, and its Service Delivery Management function.
- Management accountability for Operational Incentive regimes.
- Experience in setting and delivering short- and long-term strategy aligned with business and customer agendas.
- Experience of successfully delivering against key customer and business performance outcomes, showing year on year evidenced improvement.
- Proven thought leadership, innovation, and behavioural management experience.
- Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels.
- Able to contribute and make decisions at a senior level and be comfortable being the 'go-to' expert in the field of service resilience and proactive operations.
- Experience of working in a complex customer, supplier, and regulatory stakeholder ecosystem. As a Disability Confident member, Smart DCC is committed to ensuring an inclusive and accessible recruitment process.
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