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IT Service Manager

Brite Recruitment
Cheltenham, UK
Closing date
26 Nov 2020

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Technology & New Media
Contract Type
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Job Details


As an IT Service Manager, you will be responsible for providing and supporting services to several high-profile customers. Customer service and outstanding relationship management skills are key to ensuring service standards are maintained, SLA's met and key client relationships are built promoting retention and loyalty. The role can be based remotely but travel to customer sites will be expected. You must have a flexible approach to shift patters, typically 1 in 3 weeks will be later shifts to fit with client time zones.


You can enjoy an excellent work-life balance with some great flexible working options as well as 28 days holiday (plus public holidays) and if that's not enough, you can buy additional holidays too! They also offer season ticket loans and the cycle to work scheme


As an IT Service Manager your key duties will include:


Owning the service relationship for a small number of VIP customers


Developing lasting relationships with customers to ensure they are fully satisfied with the services provided and that service-related commitments around SLA's are met


Overseeing all helpdesk tickets for customers including primary troubleshooting and assigning to technical escalations


Managing customer escalations, co-ordinating additional resource as needed to resolve issues and incidents


Working closely with the team, including Commercial, Product & key stakeholders as well as technical teams to ensure the full-service lifecycle is delivered


Defining and managing service level agreements with customers


Owning customer reporting and completing regular service review meetings with key customer stakeholders


Owning all service and support processes, ongoing improvement, and process improvement initiatives


To be considered for the role of IT Service Manager, you must have:


Experience dealing with external customers with a track record of adding value through customer relationships


Proven Service Management experience within an IT/technology environment


A passion for technology with 2nd / 3rd line support experience and a passion for giving great customer service


Experience of influencing and stakeholder management


A 'completer-finisher' taking accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success


If you're interested in becoming an IT Service Manager, apply today with your current CV. Our team will review your application to see if it's a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

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