Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team to ensure top-notch customer service and technical support.
- Company: Cisilion is a forward-thinking tech company focused on exceptional client services.
- Benefits: Enjoy a collaborative work environment and opportunities for continuous improvement.
- Why this job: Join us to make a real impact in tech operations and customer satisfaction.
- Qualifications: Experience in team leadership and strong IT service management knowledge required.
- Other info: This role involves managing a 24/7 service desk and diverse technology stacks.
The predicted salary is between 48000 - 72000 £ per year.
Cisilion are seeking a dynamic Service Centre Manager to join our Client Services team. In this role, you will have responsibility of the entire service centre, including the 24/7 service desk and the senior engineering team (20+ colleagues) – this will include direct line management of the team leaders of the various teams.
The Service Centre covers multiple technology stacks, including networking (Cisco, Meraki, Fortinet), collaboration (various), and cloud services (Azure). Your primary responsibility will be to ensure the smooth operation and continuous improvement of the Cisilion Service Centre, delivering exceptional customer service and technical support to our clients.
Knowledge & Experience
- Team Leadership experience in a technical operations environment.
- Strong Service Management knowledge across the ITIL practices of Incident, Problem, Change, Event, Knowledge, Asset & Configuration Management.
- Technical acumen achieved through experience in an operations environment e.g. Support and/or Delivery, with an engineering background.
- Background of supporting/managing Cisco Networking, and ideally Microsoft Azure estates, is required.
- Experience in implementing and managing automation initiatives in an operational environment is highly desirable.
- Well versed in communicating and collaborating at senior levels.
- Experience of mature ITSM and Observability tooling e.g. ServiceNow, BMC, Cherwell, ScienceLogic, Cisco Thousand Eyes
Key Responsibilities
Leadership and Management
- Build, Lead and inspire a team of service centre engineers to deliver a strong customer experience and exceed service and experience level agreements.
- Conduct regular performance reviews, provide feedback, and identify training needs to support team development.
- Foster a positive and collaborative work environment, promoting teamwork and shared goals.
- Work with peers across the business to establish the Service Centre as a cornerstone of the Cisilion value proposition.
Service Centre Operations
- Oversee the day-to-day operations of the 24/7 Service Centre to ensure timely and effective resolution of customer Incidents and Requests.
- Monitor and manage service desk performance metrics, including response times, resolution times, and general service reporting.
- Develop and implement processes and procedures to enhance team productivity, morale, efficiency and effectiveness.
- Act as a hierarchical escalation point for the Service Centre for Incident and Major Incident management.
- Partner with Project Management and Service Transition to onboard new Managed Services customers.
Systems & Tooling
- Provide the foundation to the Service Centre to effectively manage and monitor customer estates via the Cisilion Observability and Monitoring platform, as well as the ITSM tool and Configuration Management platform.
- Work with peers and leadership to build requirements for, and to onboard, troubleshooting systems and tooling to enhance Service Centre capabilities.
Continuous Improvement
- Drive Continuous Improvement activities and Initiatives to promote and foster a culture of Improvement for the Service Centre
- Utilise Continuous Improvement methods and practices to establish root causes and implement corrective actions.
- Drive automation and lean practices to reduce manual activities and enhance value-add work for the Service Centre and Cisilion clients.
Cisilion | Service Centre Manager employer: Cisilion
Contact Detail:
Cisilion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Cisilion | Service Centre Manager
✨Tip Number 1
Familiarize yourself with ITIL practices, especially in Incident and Change Management. Understanding these frameworks will help you demonstrate your expertise in service management during the interview.
✨Tip Number 2
Highlight your experience in leading technical teams, particularly in a service operations environment. Be ready to share specific examples of how you've inspired and developed your team in previous roles.
✨Tip Number 3
Showcase your technical knowledge, especially with Cisco Networking and Microsoft Azure. Prepare to discuss any relevant projects or challenges you've faced in these areas to illustrate your hands-on experience.
✨Tip Number 4
Demonstrate your ability to drive continuous improvement initiatives. Think of examples where you've successfully implemented automation or lean practices that enhanced team productivity and customer satisfaction.
We think you need these skills to ace Cisilion | Service Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your team leadership experience in a technical operations environment. Emphasize your knowledge of ITIL practices and any relevant technical skills, especially in Cisco Networking and Microsoft Azure.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service and technical support. Mention specific examples of how you've led teams to exceed service level agreements and improved operational efficiency.
Showcase Continuous Improvement Initiatives: Detail any past experiences where you have driven continuous improvement activities. Highlight your ability to implement automation initiatives and lean practices that enhanced team productivity and reduced manual tasks.
Prepare for the Interview: Be ready to discuss your experience with service desk performance metrics and how you've managed incidents in previous roles. Prepare examples of how you've fostered a positive work environment and collaborated with senior management.
How to prepare for a job interview at Cisilion
✨Showcase Your Leadership Skills
As a Service Centre Manager, you'll be leading a team of engineers. Be prepared to discuss your previous leadership experiences, how you inspire teams, and your approach to conducting performance reviews and identifying training needs.
✨Demonstrate Technical Knowledge
Familiarize yourself with the technology stacks mentioned in the job description, especially Cisco Networking and Microsoft Azure. Be ready to discuss your hands-on experience and how it relates to managing service operations.
✨Highlight Continuous Improvement Initiatives
Cisilion values continuous improvement. Prepare examples of how you've implemented processes or automation initiatives in past roles that enhanced team productivity and service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions related to incident management and service desk operations. Think about how you would handle specific situations, such as major incidents or performance issues, and articulate your thought process clearly.
