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Technical Operations Customer Services Manager

Job Title: Technical Operations Customer Services Manager
Contract Type: Permanent
Location: Basingstoke
Salary: 45000 - 45000
Contact Name: Jenna Lambra-Stokes
Contact Email:
Job Published: over 1 year ago

Job Description

Our client, based in Basingstoke, is a rapidly growing organisation looking for a Customer Services Manager to integrate and manage a Customer Services team providing: Service Desk Support, Service Delivery Management, Customer Experience Management and Provisioning.  The team supports both internal and external customers.

The ideal candidate will come from a Technical and/or IT background, be ready to hit the ground running and have a proven success of managing small teams.

Duties to include:

  • Ensure that overall performance of the team meets: customer service level requirements, operational performance targets, financial objectives, and compliance criteria
  • Establish a Training and development framework that will ensure the team has the necessary: technical, process, customer and business competencies, as well as clear career development paths
  • Establish relationships with key internal stakeholders, including the management of regular: performance and planning reviews
  • Establish a Customer Services Plan that continually develops the team in line with business needs and industry best practice
  • Establish and develop an ITIL v3 based process framework covering internal functions and interfaces to other business functions
  • Establish and develop a Customer Services systems (e.g. ITSM) plan
  • Manage team opex and utilisation
  • Manage and develop Service Desks responsible for customer call handling and Tier-1 support
  • Manage and develop scheduling and provisioning teams responsible for the allocation of resource for implementation and support activities
  • Provide a Service Delivery Management (SDM) capability, and provide direct SDM support for key customers
  • Provide and manage a framework for managing and improving Customer Satisfaction

Experience and Skills

  • Significant experience of managing Customer Services teams in technical environment
  • Broad knowledge of IT and communications services
  • Significant experience in a Service Delivery Management role
  • Experience off managing service provisioning and resource scheduling teams
  • Experience of implementing ITIL v3 based process frameworks
  • Experience of implementing and developing IT Service Management Systems
  • Certification at ITIL intermediate level or above is desirable

Candidate Profile

  • Excellent communication skills (written and verbal) to liaise effectively with customers and other key stakeholders
  • Excellent listening skills, to understand exactly what customers and other key stakeholders require
  • Broad problem-solving skills
  • High level of confidence, patience, politeness, tact and diplomacy
  • Strong motivational and team supervisory skills
  • Broad creative thinking, particularly for Continual Service Improvement
  • A strong ability to work calmly under pressure
  • Good organisational and planning skills to develop customer services policies and plans
  • Excellent personal presentation, especially when working with customers face to face
  • A high commitment to continual team and self-improvement