Service Manager, W Yorks, hybrid, ITIL, IT, Networking, Managed Services Job Title: Service Manager (dedicated to key account) The Service Manager is responsible for the achievement of all service elements within their key customer account(s) as defined within the Contract & Contract Schedules, and for demonstrating performance to key customer and stakeholders. Our key contracts have a strong foundation in ITIL best practice, so extensive working knowledge of ITIL is required. Key responsibilities: To ensure that business objectives and service targets are exceeded, ultimately facilitating the successful retention of their key customer account(s). Tasks required will include (but are not exclusive to): • Work to targets to achieve and exceed Key Performance Indicators (KPIs). • Understand the deliverables of the individual customer contracts with a view to develop and improve the service offered to the customer throughout the lifecycle of the account. • Identify Service Levels not being met and liaise with involved departments to execute corrective action, lead Continual Service Improvement (CSI) as an imperative aspect of the Service Advocate role. • Help manage all service-related issues to successful conclusion. Provide a "dotted Line" into the Service Desk and act as a key escalation point for customer issues, problems and complaints. • Forge and develop relationships with key service stakeholder...