Zenzero are a leading midmarket MSP with offices based in several locations across the UK. With extensive growth plans and modern ways of delivering managed IT services to our customers, we are looking for a passionate, customer‑centric individual who is ready to support the growth of the service delivery function.
In this role, you will be responsible for the day‑to‑day management of your customers’ service operations and delivery. Ensuring process efficiencies are realised through continual service improvement and standardising best practice across the customer experience will be paramount to success in this role. You will work closely with the Account Manager and Service Desk Team leads to ensure that SLAs and contractual commitments are met, and any Service Improvement initiatives are delivered in a timely manner.
Key Responsibilities
* Manage SLA and tracking of service obligations and overall performance for your customers in accordance with the contract.
* Work closely with Service Desk and other delivery teams to ensure positive outcomes for your customers.
* Provide detailed analysis based on Service Reporting to identify ticket patterns and any changes to service.
* Oversee and execute core ITIL processes for your customers (Major Incident Management, Problem Management, Change Management).
* Maintain and lead IT service reviews with customers and internal stakeholders.
* Continually review the service to ensure it meets the customer needs and evolves with Zenzero best practices.
* Act as a key point of contact for project teams for transition into service and services acceptance.
* Manage the escalation of service incidents and requests, taking ownership of achieving a timely resolution where required.
* Actively communicate with other departments and functions about the IT services, providing detail on any future projects or transformation activities required for your customers.
Qualifications and Skills
* Requires a relevant bachelor's degree or at least 5 years of experience in managing large‑scale IT maintenance related projects or in an existing service management function.
* Significant experience with ITIL framework. ITIL v4 Foundation or higher would be beneficial.
* Project management experience. Prince2 or Agile Foundation would be beneficial.
* Experience in C‑suite level stakeholder management.
* Good understanding of M365 and associated licensing models.
* Strong analytical problem‑solving skills.
* Confident communication.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Information Technology & Services and Technology, Information and Media
#J-18808-Ljbffr