A market leading Defence client of ours based in Twickenham is currently in the market for a Customer Service Manager. As a Customer Service Manager, you are the first point of contact for all their customers regarding service agreements and SLA's. Your role is all about providing exceptional support to a number of their UK based customers. You are responsible for supporting their customers continuously to ensure high levels of customer satisfaction levels together with ensuring the technical stability of their systems. You will use a broad range of systems and technologies across multiple domains and technologies to do this.
Your main day-to-day responsibilities would include:
1. Manage day to day service operation and ensure service, customer expectations and delivery are achieved and exceeded.
2. Own and fully understand the Service definitions and SLA definitions.
3. Ensure that we are delivering to contractual requirements.
4. Be first escalation point of contact for the customer base around all aspects of their service, including during major or Service impacting Incidents to advise of progress.
5. Enable achievement of maximum Customer Service satisfaction levels and SLA's via measuring, tracking and reporting, including Continuous Service Improvement activity.
6. Planning, forecasting and regular reporting of service projects and their allocated budget and resources.
7. Drive and Manage Change Requests from the customer.
8. Accountable for the technical stability/functionality of the designated systems
9. Escalating operative, technical or financial issues as relevant
10. Responsible for driving the Service Review meetings as required, discussing service performance, working with all stakeholders to deliver satisfaction and improvement.
11. In conjunction with service stakeholders, ensures that all Service documentationmaterial is maintained and updated, and relevant reporting delivered.
Experience required for this role:
12. Strong Service Delivery or Service Desk support management background within a Defence environment
13. Commercial / technical know-how in the service sector
14. Experience of working within an ITIL Service Organisation
15. ITIL Foundation or higher accreditation
16. Good knowledge of current technology including Microsoft operating platforms, virtualisation, cloud-based services, Linux, LAN and WAN
Disclaimer
This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.