Service Manager

My client is a global and award winning installation and support expert of audio, visual systems, based on the outskirts of Wymondham. My client is looking to appoint a Service Manager to be based at their purpose built warehouse, assembly and office facility in Wymondham. The company is well established having traded for all most seventy years and have a reputation for excellence, customer support and the delivery of outstanding customer service. THE POSITION For the right candidate my client offers the chance to join a multi award winning company whom encourage ongoing training and development. The Service Manager role will be responsible for the Service function within the business, ensuring the department runs effectively and delivers the very best in customer experience. Duties include overall management of the Helpdesk, ensuring internal KPIs are met, managing escalations and supporting the Helpdesk team to ensure excellent and consistent service levels. With a strong focus on always delivering service in line with customer contracts, obligations and expectations, the Service Manager will take pride in delivering an industry-leading service. Continual Service Improvement and Service development will be important for the progression of the department over time, and the Service Manager will come equipped with passion to drive a progressive service function. The position will manage the service team and will be responsible for regular appraisals, support, professional development initiatives and personnel requirements across the service management team. The role will be expected to work closely with other departments, including Sales, Operations, Engineering and Finance to ensure a joined-up customer experience and to represent Service as an integrated part of the wider business. The Service Manager will be expected to attend regular Heads of Department meetings as well as operational handover meetings for new and existing customers to ensure effective support from day one. The successful candidate will have full responsibility for the department profit and loss account ensuring that all service operations are lean and efficient, and any service sales profitable. The Service Manager will have key targets for department revenue growth and development and regularly produce and present financial and operational reports to the senior management team. The successful candidate will have ideally worked in a similar managerial position leading a team of service roles and having ultimate responsibility for the performance of a service department. They will be process driven, and passionate about delivering impeccable service. A proactive approach, excellent communication skills and a people-first, leadership mindset will be central to this role. PRIMARY RESPONSIBILITES Ensure the Service Helpdesk function delivers against contractual obligations and provide comprehensive reports into senior management, as necessary. Internal KPI management and monitoring of service delivery performance against set metrics. Managing escalations through to resolution with the right priority levels and customer communication Manage Sub-contractors Owning the P&L account and contributing to annual budgeting and forecasting activity for the department. Leading a lean, efficient and profitable department with a focus on continual improvement. Working with other Heads of Departments for strategic improvements and a joined-up approach. Drafting sub-contractor contracts PERSONAL SPECIFICATION * UK Driving licence * Excellent command of English grammar and spelling * Degree level education * ITIL Service Management certified Experience * At least 3 years’ experience managing an AV or IT service function * Experience of managing escalations or other complicated issues * Experience of supporting large client contracts * Experience managing both a field service and helpdesk team * Experience of delivering AV services * Experience managing mid-level managers * Experience managing P&L account Qualities and Attitude * Strong leadership skills * Pro-active and driven * Process focused with excellent attention to detail * Excellent interpersonal skills and ability to motivate team members * Ability to consistently meet high standards and expectations, and encourage others to do so * Ability to work under pressure and to deadlines * Process driven * Interest in the AV industry Systems * Proficient with Microsoft Office including Outlook, PowerPoint, Word, Excel etc. * Familiar with customer service management systems or ticketing portals * Experience with SAP * Experience with Freshdesk Customer Management System BENEFITS Competitive package includes… 8% employer pension contribution 25 days holiday Private Healthcare Company profit share scheme, Car allowance Life Insurance Salary sacrifice electric car scheme Salary sacrifice cycle to work scheme Free parking