Summary:
As the Service Manager, you will oversee the delivery of reliable IT and telecom services, ensuring an exceptional customer experience. Your role will focus on managing the service and operations teams, resolving technical issues quickly and improving service quality. You will also work with customers to understand their needs, ensuring the IT and Telecom systems operate efficiently and meet service-level expectations. This role also involves managing a number of service-related vendor relationships and driving customer satisfaction through proactive support and clear communication. You will have a blend of technical expertise and management experience with a strong IT services bias to support and improve both IT and Telecoms services.
Key Tasks:
- Manage the IT and Telecoms support and operations teams, providing guidance on troubleshooting, customer service and act as an escalation point
- Oversee the day-to-day operations ensuring optimal service levels and uptime
- Act as a lead or escalation point for major incidents and service outages conducting analysis and implementing corrective measures to prevent recurrence
- Oversee Project Management of large installations
- Act as the technical and operations lead for a number of defined accounts managing agreed customer operations meeting
- Monitor and ensure compliance with SLAs, performance metrics, and KPIs for all IT and telecom services
- Coordinate with a number of relevant suppliers and service providers to ensure contractual obligations are met, e.g. ConnectWise (RMM/PSA)
- Ensure the engineering teams are fully trained on all products and services with the necessary accreditations if appropriate
- Manage existing and introduce relevant accreditations and certifications to support company strategy, e.g. Cyber Essentials, Microsoft Certifications
- Ensure services comply with industry standards, regulations, and best practice.
- Ownership of the internal infrastructure and relevant DR plans
- Collaborate with senior leadership to align IT and Telecom strategies within the business identifying areas for improvement or upgrade
Experience:
- 4+ years of experience in service management within the IT services industry
- Ideally degree qualified, relevant subject
- Proven track record in managing teams and projects
- Strong understanding of IT products and services particularly the Microsoft Suite
- Strong problem-solving skills with an attention to detail.
- Proficiency in CRM software and Microsoft Office Suite, ideally ConnectWise
- Excellent verbal and written communication skills, with the ability to liaise effectively with both technical and non-technical stakeholders