|Location: West Midlands, England||Salary: £40000.00 - £50000.00 per annum|
|Sector: Technical||Type: Permanent|
|Contact: Steven Kimber|
Service and Support Manager required to by my leading client. Due to internal promotions my client is in need of an experienced Service Manager, To manage The Support Teams and Develop processes that ensure the services are managed in a manner which provides the client assurance and confidence that issues are being resolved quickly and efficiently in accordance with ITIL and within SLA. Ensure service delivery meets or exceeds customer expectations by enhancing systems, processes or procedures from customer feedback and through information obtained through surveys. Manage the service to continually improve on standards set by performance indicators and lead on improving systems and/or processes when these are not met. Establish on-going communications with customers to ensure needs and expectations are being met and to identify new needs working with the business relationship teams. Ensure all support calls are managed efficiently and effectively using ITIL aligned processes, with the maximum amount of customer care. Ensure change requests are documented correctly and the impact to service analysed, contributing proactively at CAB meetings. Lead the management of major incidents and Problems within the Team
Ensure there is an appropriate support & operating model for all new applications and support of operation documentation is maintained on an ongoing basis.
Support team in their development plans and ensure the team benefit from development opportunities that continually improve personal and organisational performance and increase levels of job satisfaction.