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For Companies At a Glance
- Tasks: Manage customer relationships and ensure high-quality service delivery.
- Company: Join a dynamic team focused on enhancing customer experiences and service excellence.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be part of a collaborative culture that values innovation and customer satisfaction.
- Qualifications: Experience in service management and a strong understanding of ITIL4 practices required.
- Other info: Ideal for problem solvers who thrive in fast-paced environments.
Responsible for ensuring that support services are planned and delivered in line with business objectives, budgets and agreed contractual obligations and expectations. The intention for this position is to create a positive, collaborative customer journey from bid to service delivery execution.
Role Key Accountabilities
- Customer and Stakeholder relationship management
- Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs.
- Align with our clients' customer expectations to ensure a shared understanding of service delivery goals.
- Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs.
- Deliver high-quality service and support while adhering to our clients' processes and standards.
- Contribute to the overall success of the department and provide support in other areas as needed.
- Serve as an escalation point, responding promptly and effectively to service alerts and issues.
- Proactively mitigate potential or actual service disruptions, ensuring swift resolution.
- Support customer onboarding for service-specific requirements - inclusive of process creation.
- Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction.
- Develop and refine service processes, identify areas for improvement, and contribute to solution development.
- Monitor and report on SLA and KPI performance, providing detailed analysis, insights, and recommendations for improvement.
- Analyse customer KPIs to identify trends, addressing any issues promptly with corrective actions.
Desired Knowledge, skills and experience for the role:
- Service Management:
- Proven experience in implementing service improvement initiatives and maintaining high service quality standards.
- Strong understanding of ITIL4 practices and their practical implementation.
- Excellent presentation skills with the ability to effectively communicate information to various audiences.
- Demonstrated experience in customer service, including the presentation and analysis of key performance indicators (KPIs).
- A customer-centric mindset, ensuring exceptional service delivery.
- Strong problem-solving skills, essential for swiftly addressing and resolving technical issues to maintain service continuity and minimise disruptions.
- Exceptional verbal and written communication skills.
- Strong organisational and planning abilities, including meeting governance management.
- Adept at building relationships and influencing stakeholders with credibility and confidence.
- Ability to challenge existing approaches constructively while fostering trust through experience and personal style.
Service Manager employer: CV-Library
Contact Detail:
CV-Library Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager
✨Tip Number 1
Network with professionals in the service management field. Attend industry events or webinars where you can meet potential colleagues and clients. Building these connections can give you insights into the role and may even lead to referrals.
✨Tip Number 2
Familiarise yourself with ITIL4 practices, as they are crucial for this role. Consider taking a short course or certification if you haven't already. This will not only enhance your knowledge but also demonstrate your commitment to service excellence.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery in previous roles. Think about metrics or KPIs you’ve influenced and be ready to share these stories during interviews to showcase your impact.
✨Tip Number 4
Research StudySmarter's current service offerings and customer feedback. Understanding our services will help you align your experience with our goals and show that you're genuinely interested in contributing to our success.
We think you need these skills to ace Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service management and customer service. Use specific examples that demonstrate your ability to implement service improvement initiatives and maintain high service quality standards.
Craft a Compelling Cover Letter: In your cover letter, express your understanding of the role's key accountabilities. Discuss how your skills align with the company's objectives, particularly in customer relationship management and service delivery.
Showcase Problem-Solving Skills: Provide examples in your application that illustrate your strong problem-solving abilities. Highlight situations where you successfully addressed service disruptions or improved service processes.
Highlight Communication Skills: Emphasise your exceptional verbal and written communication skills. Mention any experience you have in presenting information to various audiences, as this is crucial for the Service Manager role.
How to prepare for a job interview at CV-Library
✨Showcase Your Customer-Centric Mindset
During the interview, emphasise your experience in customer service and how you've successfully met client needs in the past. Share specific examples that demonstrate your ability to build strong relationships and align with customer expectations.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss scenarios where you've effectively resolved service disruptions or technical issues. Highlight your problem-solving approach and how it contributed to maintaining service continuity.
✨Familiarise Yourself with ITIL4 Practices
Since a strong understanding of ITIL4 is crucial for this role, brush up on its principles and be ready to discuss how you've implemented these practices in previous positions. This will show your readiness to contribute from day one.
✨Prepare for Service Improvement Discussions
Think about initiatives you've led or been part of that enhanced service delivery. Be ready to share insights on how you identified areas for improvement and the impact of those changes on customer satisfaction and service quality.
