Role Overview
The Service Management Specialist executes a range of workstreams in ensuring assigned customers are satisfied with the services, taking accountability for managing multiple customer accounts across numerous global regions and technical solutions, and ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.
Security Clearance
Due to the sensitive nature of this role, a DV (Developed Vetting) level security clearance is required. An allowance of £5k per annum may be payable monthly while holding this clearance and continuing in the role.
Responsibilities
* Drives client solutions by acting as a key contact point for the customer, owning the end-to-end service relationship during service lifecycles.
* Leads the service review meetings and joint escalation calls with suppliers and support groups.
* Drives delivery performance to ensure milestones and dates are achieved against agreed time quality and cost objectives.
* Manages processes aligned with the group including change management, service governance and assurance, risk and data management.
* Manages the resolution of incidents and problems according to pre-specified SLAs (service level agreement).
* Drives measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers’ orders.
* Ensures consistency with security and compliance policies and procedures within service/solution operation scope, and compliance to internal and external regulations (e.g., Sarbanes Oxley Act).
* Leads the running of process awareness campaigns/trainings with best practices in findings across the function.
* Drives the liaising between both external and internal complementary partners within the relevant service support system.
* Ensures the performance of different suppliers and support groups, and adherence to the contract.
* Manages the regular performance evaluation and reporting processes, identifying customer ticket trends in order to understand the customer’s pain points, identifying actions to improve customer satisfaction.
* Mentors other members of the team, helping to improve the team’s abilities by acting as a technical resource.
* Champions, continuously develops and shares with team knowledge on emerging trends and changes in service management.
* Acts as the BT representative and expert for internal and external audits.
Essential Skills
* Experience in meeting the customers’ needs in line with business requirements
* Experience with development of solution processes
* ITIL knowledge (preferably V4 is possible)
* Time and priority management
* Relevant experience working with customer facing role
* Experience in mentoring, coaching and training a team
* Deep understanding of Service Management best practices
* Experience in telecom or managed‑services knowledge (e.g., LAN, WAN, IP/T, Security, Cloud)
* DV Clearance
Desirable Skills
* Agile framework familiarity
* Data Analytics tools
Package
Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. Your core benefits include:
* 10% on target annual bonus
* Access to an online private GP 24/7 for you and your immediate family
* Market‑leading paid carers leave with up to 2 weeks off
* Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
* Discounted EE and BT products, including mobile and broadband
* Market leading Pension scheme – 5% from you and 10% from us
* Holiday purchase scheme
* You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.
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