Managed Service Support Lead

9 hours ago

Bedford, United Kingdom ICC Group Full time

Managed Service Support Lead

Leadership

Bedford, UK

Service Express UK has a new opening for an experienced Managed Service Support Lead. This is a strategic role that will support the Customer Director in developing and delivering the customer support

Details

Service Express UK has a new opening for an experienced Managed Service Support Lead. This is a strategic role that will support the Customer Director in developing and delivering the customer support capability. Responsible for our Managed Service support team. The Managed Service Support Lead is responsible for running the support organisation, developing the teams and strategize the future support models ensuring we are providing the best experience to our customers and service team.

**What you will get?**
- Up to £70,000 annual salary + Productivity Bonus
- Lifestyle Benefits, Employee Assistance Programme, Life assurance, Private Medical Insurance and more.
- On site Gym and use with personal trainers
- Pension Contributions
- Private Medical Insurance for you and a partner, and dependants
- Onsite Massages through an external provider
- Travel Insurance
- Will writing service
- Quarterly Bonus
- Cycle to work scheme
- Eye care including contribution to; eye tests, corrective lenses
- Onsite gym and personal trainer

**What are some of the things you will do?**
- Championing and ownership of seamless customer experience
- Defining and implementing long term solutions and tactical improvements across the support teams
- Improve systems and procedures to improve customer and employee experience
- Provide high level leadership to the Support management team
- Be a senior point of escalation for all support related issues
- Reducing the cost of the support organisation whilst maintaining excellent customer service.
- Develop and execute strategies, both short and long range, to ensure achievement of excellent customer and employee experience and minimise cost
- Engage in sound business practices daily by proactively measuring all decisions against the company’s four core objectives: Excellent Customer Service, Employee Engagement, Margin Retention & Growth and Revenue Growth.
- Responsible for UK Managed Service support levels and forecasting business needs; proactively preparing for future business
- Provide leadership and guidance to the teams
- Responsible for the ongoing development, support, and growth of our support team
- Establish strategic projects and hold direct and indirect reports accountable to achieve required operational metrics.
- Provide the team with an opportunity to develop, train and be coached;
- Foster a culture of teamwork and monitor employee engagement.
- Create development plans for individuals and teams based on skills, potential, and experience; create development plans and discuss paths for current and future leaders.

**What you will bring?**
- 10 years' experience in a ITIL service management leadership position
- Experience of outsourcing and managing outsourced resources
- Proven track record in delivering service management across multiple disciplines and technologies
- Ability to think strategically and make good decisions in a crisis
- Excellent organisational skills and a high degree of responsibility
- Strong verbal and written communication skills. Ability to effectively present information in small group or one on one.

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