Service Manager

Role summary:

Responsible for ensuring that support services are planned and delivered in line with business objectives, budgets and agreed contractual obligations and expectations. The intention for this position is to create a positive, collaborative customer journey from bid to service delivery execution.

Role Key Accountabilities

Customer and Stakeholder relationship management

• Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs.

• Align with our clients customer expectations to ensure a shared understanding of service delivery goals.

• Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs.

• Deliver high-quality service and support while adhering to our clients processes and standards.

• Contribute to the overall success of the department and provide support in other areas as needed

Ownership and initiative

• Serve as an escalation point, responding promptly and effectively to service alerts and issues.

• Proactively mitigate potential or actual service disruptions, ensuring swift resolution

• Support customer onboarding for service-specific requirements - inclusive of process creation

Continual service improvement

• Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction.

• Develop and refine service processes, identify areas for improvement, and contribute to solution development.

Service reporting and analysis Customer and Stakeholder relationship management

• Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs.

• Align with our clients customer expectations to ensure a shared understanding of service delivery goals.

• Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs.

• Deliver high-quality service and support while adhering to our clients processes and standards.

• Contribute to the overall success of the department and provide support in other areas as needed

Ownership and initiative

• Serve as an escalation point, responding promptly and effectively to service alerts and issues.

• Proactively mitigate potential or actual service disruptions, ensuring swift resolution

• Support customer onboarding for service-specific requirements - inclusive of process creation

Continual service improvement

• Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction.

• Develop and refine service processes, identify areas for improvement, and contribute to solution development.

Service reporting and analysis

• Monitor and report on SLA and KPI performance, providing detailed analysis, insights, and recommendations for improvement.

• Analyse customer KPIs to identify trends, addressing any issues promptly with corrective actions

Desired Knowledge, skills and experience for the role:

Service Management:

• Proven experience in implementing service improvement initiatives and maintaining high service quality standards.

• Strong understanding of ITIL4 practices and their practical implementation.

• Excellent presentation skills with the ability to effectively communicate information to various audiences.

Customer Service:

• Demonstrated experience in customer service, including the presentation and analysis of key performance indicators (KPIs).

• A customer-centric mindset, ensuring exceptional service delivery

Problem Solving:

• Strong problem-solving skills, essential for swiftly addressing and resolving technical issues to maintain service continuity and minimise disruptions Communication:

• Exceptional verbal and written communication skills.

• Strong organisational and planning abilities, including meeting governance management.

• Adept at building relationships and influencing stakeholders with credibility and confidence.

• Ability to challenge existing approaches constructively while fostering trust through experience and personal style