Service Manager
3 weeks ago
Class Technology Solutions Ltd (CTS) is a leading provider of ICT solutions to the education sector in the UK. With over 20 years' experience, CTS has a proven track record of delivering high-quality, reliable, and quality solutions to school and colleges.
With a team of experienced IT professionals CTS are dedicated to helping our clients get the most out of their technology.
CTS are looking for a Service Manager to further enhance our service to our clients. The role will involve travelling to client sites 4 days per week, and 1 day at our office in Horsham. You will need to be able to drive.
This is an exciting time to join CTS as we grow to enhance our services and offerings. If you are looking for a company where you can make a real impact and be part of something exciting, then we encourage you to join our team. CTS are looking for talented and motivated individuals who are eager to learn and grow.
Key Tasks and Responsibilities:
Service Delivery Management:
Own the Managed Service element within our contracts, on behalf of the CTS General Manager and Senior Management Team, ensuring delivery aligns with client expectations and contractual obligations.
Oversee on-site CTS staff to ensure they meet technical and service standards required by the contracts.
Handle client complaints regarding service delivery, striving to reach swift and satisfactory resolutions.
Client Engagement and Reporting:
Conduct regular service delivery meetings with clients and on-site technical teams to review performance, address concerns, and foster positive relationships.
Report any client issues or concerns to CTS Account Managers promptly for resolution and work alongside the account manager and Senior Management on any direct escalations..
HR Collaboration and Staff Management:
Work in partnership with the CTS HR team to address technical staff issues, monitor performance, and identify training needs.
Conduct performance appraisals and address training requirements for CTS technical staff in alignment with HR policies.
Onboarding and Site Management:
Work with the Technical Team in arranging, and if required performing, due diligence on sites before CTS assumes responsibility for their network.
Be part of the mobilisation and onboarding team - leading the service element of the onboarding.
Facilitate the induction of new CTS technical staff to client sites, ensuring familiarity with protocols and expectations.
Leadership and Development:
Provide mentorship to colleagues, fostering a culture of continuous learning and development within the team.
Demonstrate effective communication skills, tailoring technical information appropriately for different audiences.
Manage and implement agreed work programs and practices under the guidance of senior staff, driving operational excellence.
Compliance and Emergency Response:
Adhere to all relevant policies and procedures, including those relating to child protection, health, safety, security, and confidentiality.
Maintain awareness of data protection regulations (Data Protection Act and GDPR), ensuring the security, accuracy, and relevance of personal data.
Be prepared to support project teams during holiday periods under the guidance of senior engineers.
Flexibility to work beyond normal hours if required for emergency work or IT system upgrades.
Additional Responsibilities:
Undertake any other tasks deemed appropriate by the Technical Management Team, Senior Management, or Company Directors.
Qualifications and skills:
GCSE Grade 5 or above in Maths and English
A-Level, BTEC, NVQ, or T-Level in a relevant subject
Industry qualifications within Management, Service delivery, or the IT sector
2 - 3 years experience in a service leadership role or IT Support leadership
Ability to work independently and as part of a team under pressure
Impeccable attention to detail and commitment to quality
Experience in the education sector is desirable but not essential
Interpersonal skills sufficient to assist non-technical users of IT
Ability to assess and re-prioritise workloads when circumstances or demands change
Ability to take the initiative when necessary
Benefits:
Competitive salary and benefits package
Opportunity to work on diverse and challenging projects
Exposure to a variety of clients
Chance to contribute to the company's success and growth
Death in Service benefit
Company Pension scheme
25 days annual leave (not including Bank Holidays) increasing with length of service
SAGE Employee benefits
SAGE Employee assistance program
Due to the nature of this role involving visiting education establishments successful applicants are required to provide an enhanced DBS disclosure. Disclosure expense will be met by CTS.
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