DV Service Manager

Certes Computing Ltd
Milton Keynes
09 Aug 2017
14 Aug 2017
My client in Milton Keynes is looking for a DV Service Manager: Scope and Objectives Coordinating the day-to-day holistic performance management of services Line Management of Service SME role (as appropriate) Management and delivery of KPI reporting under contractual or agreed performance measures including Service Level Agreements (SLA) with customers. Leading customer specific governance and service review meetings Ensuring, in consultation with the service reporting function that the production of statistical information and service reporting is accurate and meets the customer's needs (internal and external). Building and maintaining positive relationships with the overseas Regional Managers, Regional Service Directors and management team, as well as other senior stakeholders in operational delivery teams Coordinating customer engagement, communication and follow up for customer impacting major incidents and issues. Coordinating the response to customer satisfaction feedback. Working with the Customer Business Directors and Regional Service Directors to maintain a view of service profitability, improvements and future demand for services. Coordinating continuous service improvement initiatives. Representing the services at Gate review meetings. Maintaining SLAs, customer agreements, KPIs and the formulation of OLAs. Reviewing the service delivery with regional management teams to ensure services continue to be delivered consistently, successfully and to customer performance expectations. Oversee the production of service financial and performance data to be shared with the Customer(s) on time Arrange and chair service reviews and supporting service management governance meetings with the customers and their nominated representatives. Working with wider service management and regional teams to ensure service issues, risks, changes etc. are managed to customer expectations. Work with delivery teams to ensure that performance and process issues are captured, reviewed and appropriate improvement action is taken Essential skills: ITIL foundation certificate Excellent client relationship management and influencing skills Excellent communication skills Good drafting skills Good presentation skills Ability to analyse problems and issues and develop practical solutions Knowledge of SLAs/OLAs/Contracts and their relationships Successful track record of achieving performance and delivery targets Ability to develop solutions with focus on customer needs Desirable ITIL expert qualified and an excellent knowledge of the ITIL framework Service design and process definition experience Knowledge of service management tools Knowledge of logistics, technical security and estates Experience of ISO 9001 / 20000 Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.