Service Support Manager

Salary: £33.6 – £38.4 per hour

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.

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)

Skills, Knowledge & Experience:

Essential

* 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

Desirable

* 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

Interested?
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