Service Manager (IT) - Bristol, UK

A member of the Applicable Service Delivery Team, responsible for Relationship and Service Level Management for managed service customers.

Main Duties: 

  • Primary interface between Applicable Service Delivery and managed service customers and Partners.  
  • Represents service performance to customers/Partners through service review meetings and service performance reports.
  • Build and maintain trusted relationships with customers/partners.
  • Collate, measure and improve customer satisfaction.
  • Represents Major Incident Reports to the customer, contributes to Incident and Problem escalation management.
  • Identifies the need for, instigates, coordinates and owns Service Improvement Plans.
  • Participation in Change Management process.
  • Identification and progression of service improvement and additional service opportunities, in conjunction with
  • Technical and Commercial account management functions.
  • Participates in service transition activities during new customer service take-on, accountable for the creation and maintenance of the Customer Service Handbook.
  • Supports commercial management for underpinning contracts.
  • Identify opportunities for additional sales with commercial management.
  • Support the information security function, including the integration of information security requirements into the service management framework, and the managerial control and feedback that the requirements are being met.

Service Design activity:

  • Feedback on Service Design outputs that result from new or changed services.

Service Transition activity:

  • Change Management Evaluation.
  • Knowledge Management.
  • Release and Deployment Management (including commissioning, decommissioning, and end-of-life and end-of-service management).


Service Operations activity:

  • Interaction with the Service Desk and Technical management functions.


Continual Service Improvement Programme activity:

  • CSI opportunity identification, including those that stem from Service Improvement Plans
  • Advise CSI of Service Improvement Plans and other service performance concerns to allow CSI to identify trends and opportunities for ASM-level improvement


Commercial Management activities:

  • Support commercial management with the receipt and management of requests for additional service (RFCs, Professional Services, etc)

Other duties as directed by your manager from time to time
 

Skills and Attributes

Essential

  • Excellent customer relationship and time management skills.
  • Proactive approach to issues and relationship management.
  • Able to elevate the conversation and relationship to focus on big picture of service not minutiae.
  • Able to work independently or as part of a team.
  • Demonstrable commitment to the Applicable Values and to realising Applicable’s vision.
  • Demonstrable service culture focus.
  • Creative and with the courage to act with integrity.
  • Ability to prepare quality written correspondence, and internal and external-facing documentation.
  • Excellent external-facing and presentation skills.
  • Previous experience in IT managed service provision.
  • Sound decision making; ability to make commercial and operational assessment.
  • Ability to recognise further revenue opportunities and open doors.

Desirable

  • Thorough knowledge of the UC and messaging market for messaging and managed services.
  • Commercial experience.
  • Evidence of certifications relevant to Applicable's chosen market.

The start date for this role will be May 2019.