Service Manager

EllisKnight Recruitment are currently hiring a permanent "Service Manager" who is responsible for all activities related to the efficient and effective provision of service to meet the requirements of customer contractual obligations. The Service Manager is that key conduit between the client, the business and the agreed SLA's.

The Service Manager oversees several key functions that enable the delivery of all SLA's though providing a high-quality service to end users and ensuring Service Support and Service Delivery processes are in place to meet business needs. This role will act as the primary service management contact for customers and will require previous experience of managing both customer expectations and service levels in accordance with any SLA's.

This is a key role that will form the first point of contact with clients and will build valued and trusted relationships that are formed on outstanding service, service improvement and proactively managing service expectations in line with SLA's.

The ideal candidate will bring 'service excellence' to this role by embedding a continuous improvement mindset to Service Delivery. The client relationship aspect of this role will require regular face-to-face meetings and travel to client sites to "see and feel" how service levels and SLA's are being met from the client's perspective. . This role will form a key relationship figure for the client and be the person who is then able to report back on concerns/successes, deliver excellent service, address/fix issues and deliver continuous improvement.

Qualifications

• Degree level education or equivalent demonstrable experience.
• Managed service delivery, relationship and improvement experience
• ITIL (Information Technology Infrastructure Library) Certification (ITIL v3 Intermediate + or ITIL v4 Managing professional/ITIL Strategic Leader)