Service Manager

2 weeks ago

ShorehambySea, United Kingdom FOCUS 4 U LTD Full time

Established in 2003, we're proud to be one of the UK's leading independent providers of essential business technology. We're equally delighted to have been named one of 'The UK's Best 100 Companies To Work For 2021', to have scooped an impressive 6th placein the telecoms sector and to have been awarded a 1* accreditation by Best Companies - the highest level awarded Best Companies, the renowned employee engagement specialists. Our teams are experts in their field, passionate about finding the right solutions for our customers and committed to supporting each other. We know the right people are the key to success. The energy, entrepreneurial spirit and expertise of our teams areat the heart of Focus Group. Our people make the difference. We are now recruiting for a EN Service Manager to deliver professional and consistently high-quality service management for our largest customers. Main duties include: - Lead and motivate our service teams towards the best performance for our customer operations - Represent Focus Group as the "face to the customer" in charge of the main communication flows with the customer - Monitor the service level provided to the customer, being ready to influence the daily operation so necessary results are achieved - Oversee the overall performance of all service teams that interface with the customer operation, being able to influence and direct their work towards customer satisfaction - Gather constant customer feedback and monitor the level of satisfaction making sure customer perceptions are well aligned with our own - Look for continuous ways of improving the overall operation, by recommending, negotiating and implementing the necessary action plans - Articulate all the change initiatives, by actively participating on the planning and deployment during all change processes - Identify new business opportunities to our company by leveraging the long-term strategy with our customers. You will need to have previous experience in the following: - Experience in customer relationship management and service level management, specifically supporting software/hardware deployment operations. - Good experience of handling service escalations and working as part of a virtual team - General comprehension of Networking & Cloud technologies. - Familiarity with ITIL framework - particularly incident management, change requests, problem management and service/help desk operations - Experience working with large customer accounts as a service manager or related function At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference tothe future of our business.

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