To manage the day to day service delivery to Remote Service customers in line with contractual requirements.  Responsible for creating and sustaining an effective, challenging and enjoyable working environment which supports the development and retention of staff and delivers customer service in line with financial objectives.

Responsibilities:

Operational and Customer Management       

• Position the customer relationship as a partnership, demonstrating and in-depth understanding of the business requirements and customer’s expectations and taking ownership of operational customer issues through to resolution.
• Assist the Team Leader to manage the resources within the team in order to optimise productivity and quality standards and meet contractual obligations.
• Work in partnership with Account Teams and the customer in regularly reviewing customer service and defining /implementing service enhancement opportunities.
• Ensure SLA’s are achieved and client expectations are met (or exceeded).
• Work closely with other Remote Service colleagues to ensure that knowledge, experience and skills are shared to the benefit of the wider Remote Service Teams and customer population.
• Utilises customer satisfaction feedback, to drive service improvement activity

Commercial Management

• Proactively manage costs and cross charges including identifying new business opportunities.

People Management     

• Review productivity and resource planning data to identify resource requirements and assist in recruitment and assessment centres.
• Liaise with the Team Leaders in planning and implementing effective training and development activities to meet contractual and business objectives.
• Identify profiles within the team and work with individuals to agree and maintain personal development plans which achieve business and personal goals.
• Be available to help address staff issues ensuring all Corporate policies are understood, implemented and regularly reviewed.
• Set the context and manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.
• Set and manage personal and team standards of behaviour at work, to define the triggers for disciplinary action.
• Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction.

Pre-sales support and Service Integration Support       

• Assist in the pre-sales activities for new opportunities and customer visits.
• Work as part of the operations teams to integrate new services.

Knowledge/Skills

• Demonstrable experience in an IT customer services environment.
• Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure.
• Good communication skills and where appropriate, ability to communicate in other required languages.
• General awareness of developments in the IT industry.
• Proven people management skills.
• Demonstrable building/maintaining relationships at all levels
• Influencing & negotiation skills
• Excellent decision making/problem solving skills
• Ability to implement and manage change        

Qualifications

• Senior Certificate + 3 (degree or diploma)
• Qualified to ITIL foundation level