About the role
A leading Defence client of ours who specialise in mission critical voice communications solutions are currently in the market for a Customer Service Manager to join a growing team. In the role you would be responsible for being the first point of contact for any support required for all UK Defence customers and will ensure the highest levels of customer services are provided to all customers, you will use a broad range of systems and technologies across multiple domains to do this. You will work closely with the Service Team both in the UK and in Vienna plus all Project and operations teams across the wider business.
Your Main Responsibilities
- Manage day to day service operation and ensure service, customer expectations and delivery are achieved and exceeded.
- Own and fully understand the Service definitions and SLA definitions.
- Ensure that we are delivering to contractual requirements.
- Develop, Drive and Manage Change Requests from the customer.
- Be first escalation point of contact for the customer base around all aspects of their service, including during major or Service impacting Incidents to advise of progress.
- Enable achievement of maximum Customer Service satisfaction levels and SLA's via measuring, tracking and reporting, including Continuous Service Improvement activity.
- Planning, forecasting and regular reporting of service projects and their allocated budget and resources.
- Work closely with both the UK and the wider Group Defence teams
- Ensure the technical stability/functionality of the designated systems
- Escalating operative, technical or financial issues as relevant
- Responsible for driving the Service Review meetings as required, discussing service performance, working with all stakeholders to deliver satisfaction and improvement.
- In conjunction with service stakeholders, ensures that all Service documentationmaterial is maintained and updated, and relevant reporting delivered.
Your Experience
- Strong Service Delivery management background
- Extensive Commercial & technical know-how in the UK Defence service sector.
- Experience of working within an ITIL Service Organisation.
- ITIL Foundation or higher accreditation
- Customer & Service focussed, with a desire for responsibility.
- Able to build relationships quickly and have a positive impact.
- Solutions focussed on how you think and act.
- Organised & able to balance multiple priorities across multiple customers.
- A strong communicator and able to influence stakeholders.
- Have already or able to gain required Government Security Clearance (SC)
Disclaimer:
This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.