Job Description
Who are we?
Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.
What is the role?
Our service managers act as the conduit between Modern Networks and our customers - the role will be focused on customer advocacy, and you will be responsible for ensuring the highest level of customer experience and driving continual improvement activity to achieve it.
The role will be based from our Hitchin offices, but you will need to attend customer sites around the UK.
What experience are we looking for?
You might have previous experience as a Business Relationship Manager, Service Delivery Manager or even an IT Account Manager - we are open to these! What we need more than anything, is a dynamic people person, who can understand our customers pain points and work collaboratively with internal stakeholders to improve services and experience. In order to succeed in this, you will need to have:
* IT Service Management experience
* A good understanding of ITIL practices
* Producing and analysing reports on our services, identifying opportunities for improvement and sponsoring improvement actions to completion
* Lifecycle Management - you can identify key events in the lifecycle of contracts, services, and technologies, ensuring that they are sufficiently pre-empted and planned for, reducing surprises and poor customer experience
* Excellent Communication skills- ensuring the customers are communicated with especially during major incidents, and re-assured throughout
* Risk Management - Capture, track and manage risks in a systematic and auditable way
Qualifications
* Associate's degree or equivalent experience
* 3+ years' of experience either in technical support or management
* Excellent written and verbal communication skills