Service Level Manager

Recruiter
Microlise
Location
Nottinghamshire, UK
Salary
Competitive
Posted
02 Jun 2019
Closes
27 Jun 2019
Ref
1167996660
Contract Type
Permanent
Hours
Full Time
Service Level Manager

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Are you a ServiceNow specialist looking for a new exciting challenge and opportunity? Come and join Microlise in this newly created opportunity of Service Level Manager, where you will lead and develop the newly implemented ServiceNow ensuring customer satisfaction is a key priority.

What do we do? A software house and telematics company based in Nottingham, Microlise's mission is to empower our customers to reduce their costs and environmental impact by maximising the efficiency of their transportation operations. We achieve this with our great employees who continue to develop and deploy innovative, industry-leading technology solutions and services that enable our customers to optimise fleet utilisation and driver performance, to reduce costs and to improve service delivery.

The key responsibilities for the role include, administrating and developing Service Now in line with the business needs, accountable for the definition, management, governance and improvement of the Service Level Management process. You will ensure that the Service Level Management process and working practices are effective and efficient, all stakeholders are sufficiently involved in the Service Level Management Process, all management is sufficiently informed as the volume, impact and cost of SLAs, OLAs and UCs and the customers' current and future Service requirements are identified understood and documented in SLAs and SLRs. You will also conduct service reviews and capture and drive actions for the customer.

How will you be successful in this role?

Deliver Service reviews on time each month

Deliver accurate Service reviews

Changes to ServiceNow are controlled with 100% success rate

Changes to ServiceNow are scoped out and delivered

Service Now is administrated

Data accuracy maintained in ServiceNow

Customer satisfaction scoring to remain high

Essential Criteria

ITIL V3/V4 foundation

ITIL Practitioner (desirable)

ITIL Intermediate certification (Advantageous)

Service Management experience 4 years +

ServiceNow administration experience

Report creation/writing

Out the box thinker

Continually look for improvements

Ability to assess operational issues and turn them into system solutions

We're expanding in France; it would be great if you are fluent in French or willing to learn if it is suitable for the role.

Why Microlise?

We believe in our culture, values and staff successes

We believe in developing our staff and support our employees with their professional development goals.

24 days holiday excluding bank holidays, increasing by 1 a year to 29 days

Recognition of service from your 1st year and other anniversaries

Free parking, tea, coffee and daily fruit

Vitality Health Insurance, Employee Assistance Programme and subsidised eye tests and glasses

Free Costco membership

20% off EE mobile and line rental

Local discounts including Raleigh

Great staff extras: Easter eggs, yearly BBQ, Christmas gifts and annual staff awards!

Free tickets to the British Superbikes, come and support Microlise Cresswell racing and the team!

We're doing great things, come and be part of our success!

2019 - Queen's Award for Enterprise: Innovation, Sunday Times HSBC International Track 200 league table

2018 - Queens Award for Enterprise: International Trade, East Midlands Chamber of Commerce Business of the year and Excellence in International Trade, Top 20 in the BDO growth barometer - Nottinghamshire

2017 - Top 200 company in Nottingham, top 50 in the Sunday Times HSBC International Track 200 league table, Sunday Times top 100 Profit Track, Ernst and Young Entrepreneur of the Year finals,

Interested in the role? Great, we look forward to your application!

Just to let you know, interviews will take place while the advert is still live, successful candidates will be invited for a final core values interview with a senior board member.

Microlise roles are not open to recruitment agencies, please do not contact us about vacancies or send speculative CV's as they won't be accepted

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