Service Centre Manager Lead
1 day ago
The esteemed Service & MOT Centre Manager role at Cisilion beckons an extraordinary individual to lead the Client Services team. As a pivotal figure, you will oversee the 24/7 service desk and manage senior engineering teams comprising over 20 colleagues. Direct line management of team leaders is also expected.
This multifaceted position demands strong expertise in Service Management across ITIL practices, including Incident, Problem, Change, Event, Knowledge, Asset & Configuration Management. Proficiency in supporting or delivering services with an engineering background is essential. Experience managing Cisco and/or Microsoft Azure estates is a requirement. Familiarity with tools like ServiceNow, BMC, Cherwell, ScienceLogic, and Cisco Thousand Eyes is advantageous.
In this distinguished role, your responsibilities will include:
- Building, leading, and inspiring a team of service centre engineers to deliver exceptional customer experiences.
- Conducting regular performance reviews, providing feedback, and identifying training needs to foster team growth.
- Collaborating with peers across the business to establish the Service Centre as a cornerstone of Cisilion's value proposition.
Service Centre Operations:
Ensure timely and effective resolution of customer Incidents and Requests by overseeing day-to-day operations of the 24/7 Service Centre. Monitor and manage service desk performance metrics, including response times, resolution times, and general service reporting. Act as a hierarchical escalation point for Incident and Major Incident management. Partner with Project Management and Service Transition to onboard new Managed Services customers. Provide foundational support for monitoring and managing customer estates via the Cisilion Observability and Monitoring platform, as well as the ITSM tool and Configuration Management platform. Work with peers and leadership to develop requirements for onboarding troubleshooting systems and tooling to enhance Service Centre capabilities.
Driving Continuous Improvement:
Promote and foster a culture of improvement within the Service Centre. Drive automation and lean practices to reduce manual activities and enhance value-add work for the Service Centre and Cisilion clients.
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