Service Manager

My client is a global and award-winning installation and support expert of audio and visual systems, based on the outskirts of Wymondham. They are looking to appoint a Service Manager to be based at their purpose-built warehouse, assembly, and office facility in Wymondham. The company has 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 that encourages 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.
• Delivering service in line with customer contracts, obligations, and expectations.
• Driving continual service improvement and service development.
• Managing the service team, including regular appraisals and professional development initiatives.
• Working closely with other departments, including Sales, Operations, Engineering, and Finance.
• Attending regular Heads of Department meetings and operational handover meetings.
• Full responsibility for the department profit and loss account.
• Producing and presenting 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, passionate about delivering impeccable service, and possess excellent communication skills.

PRIMARY RESPONSIBILITIES

• Ensure the Service Helpdesk function delivers against contractual obligations and provide comprehensive reports into senior management.
• 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.
• 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.
• Ability to work under pressure and to deadlines.
• 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, and free parking.