Service Management Lead

ANS

  • Manchester
  • Permanent
  • Full-time
  • 22 days ago
The roleService Leads in ANS are dedicated to maintaining a customer obsessed approach throughout the transition from Sales to Service and throughout BAU engagement. Whilst driving exceptional customer experience, they will have people management responsibilities along with being the accountable leader for our customers. Service Leads are responsible for the well-being of their team, performance, and owning the delivery of operational or strategic projects as required by ANS.What will I be doing?CSMs are responsible for a range of activities critical to the success of customer engagements and to ANS, including but not limited to:
  • Drive continuous service improvement including but not restricted to:
o Maintain/increase ANS' Customer Satisfaction levelso Service Portfolio including SDDs, Service Descriptions, Service Onboarding and Service Reporting
  • Be part of the final sign-off for acceptance of projects into BAU service utilizing the Project Management processes
  • Drive continuous service improvement across the on-board process including but not restricted to:
o Improved efficiency of ANS deliveryo Ownership of the STACo Identify customer trends/ lessons learnedo Maintain/increase ANS' Customer Satisfaction levelso Process improvements
  • Ensure Training and Development plans for all team members are aligned to business requirements
  • Mentoring, Training and Development of team members
  • Maintain audit readiness of the CSM team
  • Support team members in driving customer progression through DX score
  • Responsible for the renewal reporting, specifically on the lost forecast for the P&L
  • Responsible for identifying risks to contract start dates and mitigate where possible
  • Assist the Head of Customer Success with the implementation of Managed Services strategic goals
  • Account allocation of CSMs for net new wins
What will I bring to the role?
  • Strong experience in CSM, IT Service Management and IT Operations
  • ITIL or Agile aligned
  • Managing customers (Internal or External)
  • Escalation management
  • Track record of delivering CSI at a customer, process or service level
  • An excellent customer facing persona, strong communication skills, and ability to communicate at all levels including executive
  • Highly organised and self-motivated
  • Strong time management and prioritization skills

ANS