Service Manager

We’re looking for an enthusiastic and customer-centric service manager that will champion service an end user experience for the run and maintain part of the ModernLogic Subscription Service. The success candidate will be responsible for understanding the value proposition for the customer looking ensuring that the company is exceeding that proposition and helping to grow that line of the business.

Role Profile

  • Establish regular reviews with the customer 
  • Provide both internal and external reporting 
  • Establish a feedback loop with customers that gives a metric on the service 
  • Seek to pre-empt issues that might result in customer churn 
  • Review and document current processes 
  • Agree and document improvements to the service 
  • Review profitability per customer and drive improvements 
  • Manage CI and CD within team 
  • Brainstorm for new ideas and ways to improve and grow the service 
  • Consult with peers for feedback  
  • Maintain day-to-day management and administration of the service 
  • Manage escalations and major incidents 

Experience

  • Strong and varied leadership approach, with the ability to motivate and develop teams providing an equal blend of vision, challenge and support. 
  • Service Delivery / Management experience  
  • Strong and influential relationship management skills with stakeholders, suppliers, colleagues and users in pursuit of delivering high quality services whilst maintaining service targets  
  • Applied use of ITIL Framework to deliver process improvement with V3 Foundation as a minimum  
  • Strong analytical skills, and able to make sense of complex and logical problems quickly  
  • Effective problem solver with ability to examine and re-engineer processes, procedures and practices  
  • Ability to work under pressure and demonstrate resilience to ensure the correct solution is selected with a full understanding of the costs, timescales and risk involved  
  • Excellent negotiation skills and the proven ability to manage relationships and adopt a flexible approach where necessary  
  • High level of IT competence with aptitude for learning new technologies and processes with a focus on Service Desk and ITIL technologies and processes  
  • Ability to analyse a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome  
  • Commercially astute – experienced in understanding contractual obligations and working to deliver high quality on this basis  
  • Strong verbal and written communication capabilities with experience of interaction at director level 
  • Understands the provision of data analytics and its potential uses in end user experience and automation  
  • Ability to prioritise and plan, balancing priorities and deadlines  
  • Strong ownership skills to deliver process ownership, obtaining agreement of and effectively communicating policies across the functional area  
  • Communicates written and verbal complex information and ideas to multidisciplinary stakeholders and is able to explain technical concepts to nontechnical colleagues 

Location

This role will be based at ModernLogic HQ at Oxford

Apply for this job

* Required fields