Senior Technical Service Manager

5 days ago

Chatham, United Kingdom ACS Performance Full time

Our client is seeking a Senior Technical Service Manager, a key role to the success of the Service Contract offered to their customers by managing KPI and SLA adherence while navigating avoidable penalties. As a customer facing role, it requires excellentcommunication and client relationship skills.

**Key Accountabilities**:

- Act in a senior support function with colleagues and customers.
- Contribute to training and the wider knowledge base.
- Actively works to improve the service delivery and management processes, tools and functions.
- Responsibility for all technical communications with our customer base including (but not limited to) Support Tickets, Conference Calls and Face to Face meetings/presentations.
- Creating reports and slides to support service reviews and customer demand.

**Key Skills**:

- Experience from a technical networking background
- Have led or have been key players in either Service or Project's delivery
- Advanced data analysis skills utilising MS Excel / Google Sheets / SQL.
- Experience of presenting analysis and report findings to senior stakeholders (internal and external).
- Excellent technical aptitude to help with describing faults to technical experts and non-technical stakeholders.

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