Service Support Manager

18 Nov 2016
12 Dec 2016
IT, IT Support
Contract Type
Full Time
At SCC we empower our people and customers to excel and put excellence into action every single day . All our employees have the opportunity to inspire , progress and realise their ambitions . We are SCC - great things happen when we work together .

SCC is Europe's largest independent IT infrastructure and solutions business . As a Managed Services Provider of the year 2015 , we are the leading strategic partner to all major technology vendors . With over 5,000 employees across Europe , we support in excess of 5 million users across more than 50 countries . We have even won awards and are in the top 3 for UK Data Centre and Cloud Services .

Through our devotion to make IT work for our customers to improve the way they do business , there has never been a better time to join our highly effective , lean and fast moving business . As a driver of innovation , we are looking for talented individuals who aspire to achieve ; be recognised as the best in this industry and surpass expectations .

SCC makes it possible !

The Service Support Manager role provides a critical support function for the Service Delivery team both externally and internally. The Service Support Manager assists a number of Service Delivery Managers in providing an excellent Customer experience and consistent focus to provide a consistent support mechanism for all Customer contracts. The Service Support Manager drives Customer service SLA achievement and Customer satisfaction by maintaining accurate Customer data on action trackers, risk logs, SIP (Service Improvement) trackers, contract trackers and other Customer documents and on a daily basis will coordinate Customer BAU issues. The Service Support Manager creates and issues important Customer Governance documents such as Service Review minutes and agendas and produces monthly, quarterly and annual Customer report data and analysis in a timely manner to enable the Service Delivery Manager to present this data to the Customer.

Success in this role will be demonstrated through being a positive and pro-active team player in the Service Delivery Team. The role requires great coordination/organisation skills and the ability to interrogate data.

3. Main Duties of Job:

Stakeholder Management

??? Act as the voice of the Customer internally supported by Service Delivery Managers and Heads of Service Delivery
??? Build relationships with both Customer and internal SCC stakeholders
??? Contribute towards and Support Service Delivery Managers in the resolution of account issues and escalations and take ownership of BAU issues.
??? Support the process of ensuring SCC Management are advised of major service issues (to minimise surprise and exposure) through ensuring any such issues are reported through to the appropriate next level of management
??? Build relationships with internal stakeholders

Financial, Commercial & Contract Management

??? Maintain contract/obligation management trackers
??? Ensure that opportunities to extend, negotiate or expand the SCC undertaking and drive incremental revenue (pull through) are reported through to the appropriate next level of management
??? Supports the financial and commercial process through the maintenance of trackers and reporting data that support the execution of those processes
??? Supports the production of financial reporting and updates

Service Improvement & Value Creation

??? Supports the process of generating and distributing Customer satisfaction surveys and the collation of responses
??? Assists in taking action on specific Customer responses
??? Collates and tracks Customer satisfaction measures

Performance Management

??? Ensures Service Delivery ownership and contribution to the escalation management process
??? Ensures consistent process and documentation
??? Manages the internal coordination of service issues
??? Measures and maintains OLA's and SLA's
??? Measuring and reporting of Key Performance Indicators and Critical Success Factors
??? Ensures Service Quality measurements are in place and a "service excellence" ethos promoted

Reporting & Governance

??? Provide administrative support in Service Reviews
??? Provide reporting to support the Service Improvement Process (SIP - Failure to deliver agreed service) as owned by the appropriate level of Service Delivery Management
??? Creates, update and manages service and trend reporting
??? Updates internal processes for consistency and induction of new staff (i.e. escalation processes, contact maps)
??? Completes agendas, minutes, actions and associated reporting
??? Ensures agreed performance statistics and reporting are provided to the Service Delivery Manager
??? Distributes Service Review agenda and minutes
??? Collate reports for operational reviews (i.e. service desk, incident, change, problem, project status)

Operational Contract Management

??? Be conversant with the signed contract and its operational translation
??? Supports and assist in the Major Incident process through the provision of data and analysis to support either resolution or communication
??? Acts as initial escalation point for Customers on BAU issues
??? Maintains risk tracker (overseen by named higher level Service Delivery Manager)
??? Organises Service Review meetings
??? Runs weekly operational reviews (for smaller/non-complex Customers)
??? Maintains Customer handbook (Customer facing document)
??? Reviews RFCs (higher level Service Delivery Manager to sign off)

4. Skills, Knowledge & Experience:

??? Customer facing experience and Customer service skills. A passion for Customer service.
??? Ability to manage administration and multiple tasks in an accurate and timely manner, often against deadlines
??? Ability to communicate effectively at the appropriate levels, internally and externally with Customers
??? Excellent written and verbal communication skills
??? Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations
??? Ability to translate and communicate business requirements and service requirements / specifications to varying levels of audience
??? Ability to work to deadlines under pressure

??? Knowledge of Managed Services methodologies
??? General understanding of the IT industry, infrastructure systems and hosting
??? Experience of working within/aligning to an ITIL environment
??? ITIL Foundation Qualification