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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.
The predicted salary is between 36000 - 60000 £ per year.
Role summary: 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.
- Ownership and initiative: 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.
- Continual service improvement: 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.
- Service reporting and analysis: 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.
- Customer Service: Demonstrated experience in customer service, including the presentation and analysis of key performance indicators (KPIs). A customer-centric mindset, ensuring exceptional service delivery.
- Problem Solving: Strong problem-solving skills, essential for swiftly addressing and resolving technical issues to maintain service continuity and minimise disruptions.
- Communication: 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.
Contact Detail:
it stars Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager
✨Tip Number 1
Familiarise yourself with ITIL4 practices, as this role heavily relies on them. Consider obtaining a certification or attending workshops to demonstrate your commitment and understanding of these frameworks.
✨Tip Number 2
Network with professionals in service management through LinkedIn or industry events. Building relationships with others in the field can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service delivery in previous roles. Highlighting your problem-solving skills and customer-centric mindset will resonate well with our hiring team.
✨Tip Number 4
Research StudySmarter's current service offerings and any recent initiatives. Being knowledgeable about our company will help you align your experience with our goals during discussions.
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. Emphasise any previous roles where you implemented service improvement initiatives or managed client relationships.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of the role by referencing specific responsibilities mentioned in the job description. Share examples of how you've successfully managed stakeholder relationships and improved service delivery in past positions.
Showcase Problem-Solving Skills: Include examples in your application that illustrate your problem-solving abilities. Describe situations where you effectively addressed service disruptions or improved processes, highlighting your proactive approach.
Highlight Communication Skills: Since exceptional communication is key for this role, ensure your application reflects your verbal and written communication skills. Use clear, concise language and structure your application logically to make it easy for the hiring team to follow.
How to prepare for a job interview at it stars
✨Showcase Your Relationship Management Skills
Be prepared to discuss your experience in building and maintaining strong relationships with clients and stakeholders. Share specific examples of how you've aligned service delivery goals with customer expectations, as this is crucial for the Service Manager role.
✨Demonstrate Problem-Solving Abilities
Highlight your problem-solving skills by discussing past experiences where you successfully addressed service disruptions or escalated issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Familiarise Yourself with ITIL4 Practices
Since a strong understanding of ITIL4 practices is essential for this role, make sure to brush up on these concepts. Be ready to explain how you've implemented service improvement initiatives in line with ITIL principles in your previous roles.
✨Prepare for Customer-Centric Scenarios
Expect questions that assess your customer service mindset. Prepare to discuss how you've ensured exceptional service delivery and how you've used KPIs to analyse and improve customer satisfaction in your past positions.
