Job title: Support Services Manager - ITIL
Location: UK Remote
Contract duration: 6 months+
Our client, a successful, UK based consulting company specialising in the provision of Enterprise Asset Management (EAM) services has identified a role for a Support Services Manager to work within the Support Services Team.
Position Summary:
Led and directed by the Senior Manager Support Services.
Support Service Managers are part of a service / support desk team who act as a single point of human contact to meet the communication and support needs for users of our client’s technology solutions.
As well as being knowledgeable and helpful, the support services team also provide continuous customer feedback which allows preventative measures and improvements to be developed and rolled out supporting wider customer satisfaction with products and services.
Support Services is focussed on delivering excellent customer experience through effective tracking and resolution of service requests/queries, incidents in a timely fashion, to meet Service Level Agreements. This is done in close coorporation with the Global Coordinators, our Support Consultants, the Technical Management team and the use of our IT Service Management system.
The Support Services Manager is responsible for customer relationship management and the smooth day to day provision of support services to a dedicated portfolio of customers.
This role does not entail any line management responsibilities.
Day-to-Day / Responsibilities:
* Continious focus on Team Development & Coordination
* Work with the Global service desk co-ordinators help to coordinate activities of the Support Consultants to ensure that SLAs are met.
* Coaching, training and act as point of escalation point for the Support Consultants, Global Coordinators and Sales and escalate any issues which cannot be resolved as appropriate.
* Coordinate the interface to the product development / project teams regarding product issues, problem management and change requests for customers within the assigned portfolio of customers.
* Ensure IT service management / ticketing system is being used appropriately to provide an up-to-date and high quality record of support and service activities.
* Play and active role in the coordination of Change & Release Management on Customer Production environments
* Be part of a global team of Service Managers working to continously improve our customer interaction, tooling and reporting capabilities
* Compliance & Reporting – comply to and continious enhancement and maintenance of key analytics to monitor performance and reports as required by the client and management teams.
Support Service Management - Primary Activities
Customer relationship management, working with sales team
Coordinate / consolidate production of metrics reporting as required
Prepare and conduct Service reviews with customers (remotely)
Manage Problem Management activities
Prepare Root Cause Analysis (RCA) for P1 Incidents
Act as first point of contact and escalation point for customers
Change and Release Management procsess guidance & enforcement
User Support (Technical Support Activities) – Secondary Activities
Perform remote troubleshooting through diagnostic techniques and pertinent questions to enable requests and incidents to be logged clearly and classified correctly
Resolve incidents/requests if possible and coach the user (if appropriate) so that they understand how to avoid similar issues in the future, directing them sources of self-help e.g. the knowledgebase/ frequently asked questions
If issues/requests cannot be resolved, work with the Global Coordinators to assign to the correct group for resolution, ensuring that the customer understands the next steps including any service level agreements/response times.
Required knowledge / Experience:
* 2 to 4 years’ experience in a service management role within a support desk role or similar
* Knowledge of and experience in applying ITIL Service Management working practices
* Experience of providing Level 1 & 2 helpdesk support to meet Service Level Agreement criteria
* Excellent communication and interpersonal skills
* Experience of prioritising, co-ordinating and monitoring own workload and the work of
* others
* Experience of coaching and training others
* Experience maintaining high productivity when working either in an office environment or remotely
Desirable
* Knowledge of Enterprise Asset Management, preferably Maximo and Common Data Environments
Key Relationships:
Internal
* Deployment and Release Teams
* Global Coordinators, Technical Support Consultants and Analysts
* Global Service Managers
* EMEA Senior Support Services Manager
* EMEA Support Services Director
External
* Customers
* Suppliers/Subcontractors
* End Users
Reporting Line:
Senior Manager Support Services
Location:
UK, Remote