Service Centre Director

3 days ago


Leatherhead, Surrey, United Kingdom Cisilion Full time

Cisilion is seeking a seasoned Service Centre Director to spearhead our Client Services team. In this pivotal role, you will oversee the entire service centre, encompassing the 24/7 service desk and a senior engineering team of over 20 colleagues – including direct line management of team leaders.

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

With a strong background in Service Management, you will leverage ITIL practices across Incident, Problem, Change, Event, Knowledge, Asset & Configuration Management. Support and/or delivery experience with an engineering background is essential. A background in managing Cisco and/or Microsoft Azure estates is also required.

Key responsibilities include:

  • Builidng, leading, and inspiring a team of service centre engineers to deliver a strong customer experience and exceed service and experience level agreements.
  • Conducting regular performance reviews, providing feedback, and identifying training needs to support team development.
  • Working with peers across the business to establish the Service Centre as a cornerstone of the Cisilion value proposition.

Estimated salary: £60,000 - £80,000 per annum based on location and industry standards.



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