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Service Manager

Job Title: Service Manager
Contract Type: Permanent
Location: West Midlands, England
Salary: £40000.00 - £50000.00 per annum
Reference: BBBH9727_1519119872
Contact Name: Steven Kimber
Contact Email: steven@emp-sol.com
Job Published: February 20, 2018 09:44

Job Description

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.