Manufacturing IT Service Support Manager

Automation Experts Ltd
Derbyshire, UK
22 Aug 2019
31 Aug 2019
Contract Type
Full Time
Leading UK Automation business has urgent opportunity for a skilled Service Support Manager with proven manufacturing IT knowledge. You are required to manage support services to contracted service levels to a customer / portfolio of customers, delivering a high level of customer satisfaction underpinned by a CI initiative and developing a value-add proposition. You will be the key customer advocate acting as the voice of the customer internally.

The Service Support Manager will fully understand the contract, commercials and SLA's/KPI's within their Customer portfolio and support the understanding of these within the wider business.


SLA Management
Multiple Existing Account/New Account Management
Be able to build and negotiate new SLA agreements
Manage and Develop the UK Division Support teams
Act as the client advocate on operational and service management matters
Build relationships and rapport with key client contacts
Attend both internal and external service review meetings as required.
Client Satisfaction Measurement and complaint handling
Monitor and report Service KPIs, activities and service improvements as required
Provide day to day leadership, management and guidance to all staff
Increase Profit by Margin and Cost Control of Support Agreements
Implement processes to help maintain, manage and improve productivity and efficiency
Working alongside the Account Management teams and business development teams, to identify opportunities to expand the service offering portfolio and customer base within the UK
The Service Support Manager will have:

Line Management experience - current team of 14 with potential for growth
Experience in leading multi-disciplined technical teams
Ability to manage SLA's and negotiate new ones
Possess proven background of manufacturing IT
Possess ITIL or other industry standard equivalent Service Management frameworks certification (ITIL Foundation as a minimum)
You must also have flexibility to support clients out of hours as required.

This is an excellent opportunity to join an international company who are an expert in control technologies and provide further training and development for all employees.

Salary c£50-60k experience dependent with package to include Share Purchase Plan, Healthcare, Salary Sacrifice, Flexible Working, Childcare Vouchers, Eyecare Vouchers, and Mileage Allowance.

Located in the East Midlands, this role is commutable from within and around the following locations: Derby, Loughborough and Nottingham.

For further information call call Sharon Hill.

#jobsnearme #jobs4automation #manufacturingit #itservicesupport

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All respondents to this position must be eligible to live and work in the UK - Automation Experts are unable to assist with the award of Visas or UK Work Permits.

As a registered engineer, you are automatically a member of our 'Referral Scheme' thereby receiving £500.00 (tax free) for Engineers that you recommend to us that we place in permanent employment.

Automation Experts offer recruitment services on a contract and permanent basis; We support many of the leading companies throughout the UK.

Thank you for your interest, if your experience is suitable for this position, please call the advising Consultant ASAP. NB. We cannot guarantee a response to every application

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