At a Glance
- Tasks: Lead a support team to enhance customer experience and resolve tech issues.
- Company: Dynamic UK consulting firm specialising in Enterprise Asset Management.
- Benefits: Flexible remote work, competitive pay, and opportunities for professional growth.
- Other info: Collaborative environment focused on continuous improvement and innovation.
- Why this job: Join a global team and make a real difference in customer satisfaction.
- Qualifications: 2-4 years in service management with ITIL knowledge preferred.
The predicted salary is between 35000 - 45000 £ per year.
Location: UK Remote
Contract duration: 6 months+
Our client, a successful, UK based consulting company specialising in the provision of Enterprise Asset Management (EAM) services has identified a role for a Support Services Manager to work within the Support Services Team.
Position Summary:
Led and directed by the Senior Manager Support Services. Support Service Managers are part of a service/support desk team who act as a single point of human contact to meet the communication and support needs for users of our client’s technology solutions. As well as being knowledgeable and helpful, the support services team also provide continuous customer feedback which allows preventative measures and improvements to be developed and rolled out supporting wider customer satisfaction with products and services. Support Services is focussed on delivering excellent customer experience through effective tracking and resolution of service requests/queries, incidents in a timely fashion, to meet Service Level Agreements. This is done in close cooperation with the Global Coordinators, our Support Consultants, the Technical Management team and the use of our IT Service Management system. The Support Services Manager is responsible for customer relationship management and the smooth day-to-day provision of support services to a dedicated portfolio of customers. This role does not entail any line management responsibilities.
Day-to-Day / Responsibilities:
- Continuous focus on Team Development & Coordination
- Work with the Global service desk coordinators to help coordinate activities of the Support Consultants to ensure that SLAs are met.
- Coaching, training and acting as a point of escalation for the Support Consultants, Global Coordinators and Sales and escalate any issues which cannot be resolved as appropriate.
- Coordinate the interface to the product development/project teams regarding product issues, problem management and change requests for customers within the assigned portfolio of customers.
- Ensure IT service management/ticketing system is being used appropriately to provide an up-to-date and high quality record of support and service activities.
- Play an active role in the coordination of Change & Release Management on Customer Production environments.
- Be part of a global team of Service Managers working to continuously improve our customer interaction, tooling and reporting capabilities.
- Compliance & Reporting – comply to and continuous enhancement and maintenance of key analytics to monitor performance and reports as required by the client and management teams.
Support Service Management - Primary Activities:
- Customer relationship management, working with sales team
- Coordinate/consolidate production of metrics reporting as required
- Prepare and conduct Service reviews with customers (remotely)
- Manage Problem Management activities
- Prepare Root Cause Analysis (RCA) for P1 Incidents
- Act as first point of contact and escalation point for customers
- Change and Release Management process guidance & enforcement
User Support (Technical Support Activities) - Secondary Activities:
- Perform remote troubleshooting through diagnostic techniques and pertinent questions to enable requests and incidents to be logged clearly and classified correctly.
- Resolve incidents/requests if possible and coach the user (if appropriate) so that they understand how to avoid similar issues in the future, directing them to sources of self-help e.g. the knowledgebase/frequently asked questions.
- If issues/requests cannot be resolved, work with the Global Coordinators to assign to the correct group for resolution, ensuring that the customer understands the next steps including any service level agreements/response times.
Required knowledge / Experience:
- 2 to 4 years’ experience in a service management role within a support desk role or similar
- Knowledge of and experience in applying ITIL Service Management working practices
- Experience of providing Level 1 & 2 helpdesk support to meet Service Level Agreement criteria
- Excellent communication and interpersonal skills
- Experience of prioritising, coordinating and monitoring own workload and the work of others
- Experience of coaching and training others
- Experience maintaining high productivity when working either in an office environment or remotely
Desirable:
- Knowledge of Enterprise Asset Management, preferably Maximo and Common Data Environments
Key Relationships:
Internal:
- Deployment and Release Teams
- Global Coordinators, Technical Support Consultants and Analysts
- Global Service Managers
- EMEA Senior Support Services Manager
- EMEA Support Services Director
External:
- Customers
- Suppliers/Subcontractors
- End Users
Reporting Line: Senior Manager Support Services
Location: UK, Remote
Service Manager - Remote in London employer: JJ Associates
Join a dynamic and innovative consulting company that prioritises employee development and fosters a collaborative work culture. As a Support Services Manager, you will benefit from flexible remote working arrangements, continuous training opportunities, and the chance to contribute to enhancing customer satisfaction through effective service management. With a focus on teamwork and professional growth, this role offers a rewarding environment for those looking to make a meaningful impact in the IT support sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager - Remote in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Service Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by practising common questions related to service management and ITIL practices. We can help you with mock interviews to boost your confidence and ensure you nail that customer relationship management aspect!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've resolved incidents or improved service delivery in past roles. This will highlight your ability to meet SLAs and enhance customer satisfaction.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing familiar faces from our community, so make sure to let us know you’re interested!
We think you need these skills to ace Service Manager - Remote in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Support Services Manager role. Highlight your experience in service management and ITIL practices, as well as any relevant customer relationship management skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Be sure to mention your experience in coaching and training others, as that’s key for us.
Showcase Your Communication Skills:Since this role involves a lot of interaction with customers and internal teams, make sure to demonstrate your excellent communication skills in your application. Whether it's through your writing style or examples of past experiences, we want to see how you connect with others.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at JJ Associates
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL Service Management practices. Be ready to discuss how you've applied these principles in previous roles, especially in service management or support desk environments. This will show that you understand the framework and can effectively contribute to the team.
✨Showcase Your Communication Skills
As a Support Services Manager, excellent communication is key. Prepare examples of how you've successfully managed customer relationships and resolved conflicts. Think about times when your communication skills made a difference in customer satisfaction or team coordination.
✨Demonstrate Problem-Solving Abilities
Be ready to share specific instances where you've tackled complex issues or escalated problems effectively. Highlight your experience with root cause analysis and how you've implemented solutions to prevent future incidents. This will illustrate your proactive approach to service management.
✨Familiarise Yourself with the Company’s Tools
Research the IT Service Management systems and tools used by the company. If possible, get familiar with any specific software they mention in the job description. Showing that you have a grasp of their tools will demonstrate your readiness to hit the ground running.
