Service Manager (Technical) - Top 3 Hosting, Cloud, IaaS Brand

Service Manager (Technical) - Top 3 Hosting, Cloud, IaaS Brand
Manchester
£40,000 per annum + Excellent Benefits & Perks

** An excellent opportunity for technically led Service Manager with hands-on engineering experience within an IT infrastructure / Hosting / Cloud environment **

About the company:

We are one of the leading providers of cloud computing and managed hosting. Headquartered in Glasgow, we employ over 350 talented staff in offices and datacentres across the UK. Originally founded in 1998, it is listed on the London Stock Exchange and specialises in delivering cloud consultancy, facilitation and digital transformation to ISVs, SMEs, enterprises and the UK public sector.

Our employees help enable any size of business and organisations to operate their online data and IT environments safely and securely. Our technical staff are experts in public, private and hybrid cloud solutions - including AWS and Microsoft Azure – as well as data centre and network engineering. We own and operate a network of UK data centres connected by a high capacity private fibre network and backed by 24/7 technical support. 

We are delighted to offer this opportunity to join one of the UK’s leading managed hosting companies. 

The Service Manager:

We are looking for an enthusiastic and forward thinking Service Manager who can pro-actively manage our customer facing support teams, delivering services from colocation to managed cloud 24/7/365.. This is not just a management role: you’ll be customer facing, developing staff on a daily basis and at the heart of delivering exceptional level of service.

Skills/Experience

Necessary:

> Several years’ experience of managing business critical systems and technical teams
> Understanding of the hosting market place.
> Excellent written and verbal communication skills
> Previous experience developing service and support processes and procedures to drive ever-increasing levels of service.
> First class management and operations delivery skills

Desirable:

> Strong understanding of virtualisation technology
> Understanding of Windows and Linux Operating Environments
> Understanding of SAN storage
> Basic network knowledge
> Previous ITIL experience.
> Previous Experience managing teams within the hosting marketplace

Key Responsibilities:

> Operational and service delivery of all Manchester Hosting, Connectivity and Email products.
> Ensure our services are delivered to an industry-leading service level recognised by our customers.
> Driving continuous improvement across our Server Support and Management Teams through development of Service SLAs.
> Direct Management of Manchester Support and Engineering Teams
> Escalation point for customer issues.
> Developing processes and procedures to ensure that service levels can be maintained and improved, as continued growth requires the growth of both service teams.
> Work with the group to integrate Manchester processes into the group procedures. 
> Project Management of Major Implementations 
> Proactively manage problem resolution, system outages, ensuring customer communications are delivered quickly and coherently.
> Manage various HR tasks, in conjunctions with the HR Manager (Glasgow) as well as individual and team performance and regularly evaluate. Report on employee results against agreed KPIs using group Appraisal System.
> Maintain staff training levels with appropriate new skills.
> Assist with relevant industry compliance certification.
> Assist as required in acquisition of new clients providing service-focused input.
> Manage/participate in projects as allocated by the Executive within timescale and budget

What do we offer in return? ….

> We’ll shout you to lunch once a month 
> ½ Day off on your Birthday 
> Breakfast on us every day, including a hot roll on Fridays
> Free on-site car parking 
> Long service benefits
> Snacks, drinks and fruit all day, everyday
> Pension
> Share save and childcare voucher schemes
> Supported training and access to an online training portal 24/7

Training & Development:

As you can gather, we have a relaxed and friendly working environment but don’t be fooled; you will be working with some of the country’s best talent and greatest technical experts. We want our people to thrive, prosper and to leave work every day feeling valued and that they have made a difference. Talented, motivated and creative people lie at the heart of our success so we invest heavily in our people and their professional and personal development through technical certification, our online training portal and our Management and Leadership Development Programme.

You may have worked in the following capacities:
Support Desk Manager, IT Service Desk Manager, Support Manager Lead, Service Desk Engineering Manager, IT Infrastructure Service Manager, iaaS Service Manager, Hosting Support Desk Manager.

Interested? Just Apply Below...

In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR.