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: Remote work, competitive pay, and opportunities for professional growth.
- Other info: Exciting chance to develop your career in a supportive environment.
- Why this job: Join a global team and make a real difference in customer support.
- Qualifications: 2-4 years in service management and strong communication skills required.
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 Slough employer: JJ Associates
As a leading UK-based consulting company specialising in Enterprise Asset Management services, we pride ourselves on fostering a collaborative and supportive work culture that prioritises employee development and customer satisfaction. Our remote working environment allows for flexibility while ensuring that our Support Services Managers are equipped with the tools and training necessary to excel in their roles, making it an ideal place for those seeking meaningful and rewarding employment opportunities.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager - Remote in Slough
✨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! Research common questions for support services roles and practice your answers. We want you to shine when discussing your experience with ITIL and customer relationship management.
✨Tip Number 3
Show off your skills! If you have any relevant certifications or training, make sure to highlight them in conversations. This is your chance to demonstrate your knowledge of service management practices.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing familiar faces from our community. Let’s get you that Service Manager position!
We think you need these skills to ace Service Manager - Remote in Slough
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 achievements that showcase your ability to meet SLAs and improve customer satisfaction.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Mention specific experiences that relate to customer relationship management and your approach to coaching and training others.
Showcase Your Communication Skills:Since this role involves a lot of interaction with customers and team members, make sure to demonstrate your excellent communication skills in your application. Use clear and concise language, and don’t shy away from sharing examples of how you've effectively resolved issues in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. 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!
How to prepare for a job interview at JJ Associates
✨Know Your ITIL Inside Out
Since the role requires knowledge of ITIL Service Management practices, make sure you brush up on these concepts. Be ready to discuss how you've applied ITIL in your previous roles and how it can enhance customer satisfaction.
✨Showcase Your Communication Skills
As a Support Services Manager, you'll need excellent communication skills. Prepare examples of how you've effectively communicated with customers and team members in the past, especially during challenging situations.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific incidents where you successfully resolved issues or improved processes. Highlight your experience with root cause analysis and how you’ve coached others to prevent similar problems.
✨Familiarise Yourself with the Company’s Products
Research the company’s technology solutions and understand their Enterprise Asset Management services. This will not only show your interest but also help you relate your experience to their specific needs during the interview.
