As an experienced Service Operations Manager within our Client Success and Delivery team, you will be responsible for managing the day-to-day operations for one of our key clients to ensure a high level of service is consistently delivered, working with the internal account management team and directly with the client based in Winfrith, Dorset. This role is intended to drive increases in customer satisfaction, adding value in the form of expertise as well as driving service improvement initiatives continuously.
Duties and Responsibilities:
Client Relations and Service Development:
Lead the overall delivery of contracted services to the client
Manage a team of approx. 9 (including a Team Leader)
Oversee day-to-day operations to ensure contractual commitments are met
Develop and maintain close working relationships with customer representatives both operationally and with their senior leadership team
Contribute to planning the overall client relationship strategy, concentrating on continual service improvement
Working closely with stakeholders, leading service design and improvement initiativesSLA Implementation/Performance Reporting:
Produce management reports for clients and internal management and lead service review meetings
Provide detailed analysis, feedback and actions based on trends, root cause analysis and other reports
Fully document Service Management activities with demonstrative reporting, review minutes and appropriate authorisations for audit purposes
Ensure effective, timely and accurate communications
Work closely with Account Manager, Technical Account Manager and Director where applicable regarding the day to day running of the account, acting as the primary point of escalation for major service issues, changes and projects delivered.
Manage service risks and issues, assigning responsibilities tRequirements
This role would be ideal for an ambitious and experienced Service Operations Manager within the technology services sector who is seeking a new and exciting challenge within a forward leaning technology company and is willing to participate in an exciting journey.
The successful candidate must have:
Demonstrable previous experience of working in a similar role
Proven experience managing the delivery of customer services to contractual obligations and service levels
ITIL foundation v3 or above
Exceptional communication skills - both written and verbal (professional phone manner and ability to match the customer's style/level of communication and ability to write professionally and document knowledge clearly and concisely)
Proven experience governing service through regular cadence meetings whilst driving customer satisfaction
Be a natural organiser, capable or reprioritising workload based on changes to customer requirements and service strategy
Highly process orientated, with experience challenging and developing new ways of working
Calm but positive and responsive under pressure and demonstrates initiative at all levels of the customer businessDesirable:
ITIL v3 certified in Service Design & Service Operations
Experience working with ITSM tools TOPDesk and ServiceNow as well as proficient in ExcelBenefits
Job Type: Permanent
Role will require you to be based onsite with one of our clients in the Winfrith, Dorset area
37.5 hours per week (Monday - Friday)
Dental, Gym, Birthday Benefits and more
25 days' annual leave
Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)
Continual professional development plansGood luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependant on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please ask your recruiter