Service Management Lead
ANS
- Manchester
- Permanent
- Full-time
- Drive continuous service improvement including but not restricted to:
- 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:
- 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
- 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