FILLED:IT Service Manager for Benefits and Pensions Company, London Based, IT Service Centre Manager,
IT Service Manager for Benefits and Pensions Company
PERMANENT
London Based
IT Service
Centre Manager
£50,000 Plus 20% Bonus.
Role Summary
Our Client is a small growing software company providing
a hosted Financial Services platform to its customers.
The Software Support team is responsible for 1st and 2nd
Line Support. Their responsibilities
include handling queries and issues from their Clients, triaging those queries
and issues, assigning selected issues to the separate Resolution team,
reporting progress back to the client and managing Service Levels.
They have a requirement for a Service Centre Manager who
will be responsible for the operational
management of the service. They will
manage and coach the current software support team to a greater level of effectiveness
and be responsible for implementing new
tools and procedures to the operations.
Details
This role requires an experienced individual, capable of
leading, managing and transforming a team delivering the day to day service,
whilst simultaneously analysing, improving, and implementing changes to the
operations of that team.
The activities for this role will include:
* Managing 3 service centre staff, agreeing daily
priorities for work packages and ensuring team work effectively
* Monitoring, analysing and making continuous improvement
of the service support process
* Being responsible for the selection and implementation
of an automated service support system
* Meeting agreed service levels at a low cost and
establishing certainty in delivery commitments
* Ensuring that internal and external communication is
maintained
* Simplifying and driving efficiencies into the client
support process.
Interested?
If this role is of interest to you and you are based in the UK, please send me a
recent CV by return email to roles@b2e-resourcing.co.uk stating:
* your target package for the role
* your availability
* your specific relevant experience