Service Excellence Leader

2 days ago


Basingstoke, Hampshire, United Kingdom Nomios UK&I Limited Full time

We are seeking a Service Excellence Leader to join our fast-growing Services team in Nomios UK&I Limited.

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Job Summary:

This is a fantastic opportunity to grow your career in the Network and Cyber Security space, with a company that values its people and offers opportunities for development. You will be responsible for ensuring customer excellence by delivering high-quality IT services and maintaining strong relationships with internal stakeholders and customers.

About Us:

Nomios UK&I Limited is an industry-leading provider of digital infrastructure solutions. Our mission is to help organisations across the globe secure and connect their digital infrastructures.

Your Role:

As a Service Excellence Leader, you will be the key point of contact for any service-related enquiries from customers. You will work closely with the internal Nomios Technical Assistance Centre (nTAC) to ensure positive outcomes for customers and lead Service Reviews with customers and internal stakeholders.

Responsibilities:

  • Own the Service Transition for onboarding of new customers and of new services for existing customers
  • Successfully deliver customers' Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
  • Maintain and lead Service Reviews with customers and internal stakeholders
  • Work closely with the internal Nomios Technical Assistance Centre (nTAC) to ensure positive outcomes for customers
  • Oversee and execute core ITIL processes for customers (Major Incident Management, Change Management, and Problem Management)
  • Define, maintain, and improve Service Reporting
  • Identify areas for improvement across the Service Delivery landscape; own improvement initiatives that deliver value to Nomios
  • Manage Customer Satisfaction Levels through effective surveys and service performance measurement
  • Own customer documentation such as operations handbooks, service introductions, and bespoke service processes
  • Support Sales Account Managers with identification and progression of further Managed Services business
  • Ensure that vendors meet their targets as part of the SoW

Requirements:

  • Fluent in English with excellent written and oral communication skills
  • Degree (preferably Business or Information Technology), or equivalent work experience
  • IT knowledge/experience
  • Ability to build strong, trusting relationships quickly
  • Knowledge of Service Management tools, such as: CRM, Salesforce, Confluence, Power apps, Microsoft 365
  • Strong team player
  • Ability to work under pressure, handling escalations calmly and competently
  • Ability to use initiative and work independently
  • Organised and professional with the ability to multi-task
  • Excellent senior stakeholder and relationship management
  • Proactive, 'can do' approach; willing to rise to a challenge
  • Analytical, enjoying creating reports and documentation, whilst able to explore new ideas

Benefits:

  • A highly competitive salary of £60,000 - £80,000 per annum
  • A commission scheme based on sales performance
  • Industry-leading benefits including free hot & cold drinks, breakfast items, snacks, lunches, and regular takeaway Fridays
  • The opportunity to work in a dynamic, fast-paced environment where you are free to use your initiative in support of our customers and strategic objectives


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