Service Optimisation Manager

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Our client experts in enterprise integration, public cloud architecture, customer experience and digital transformation consultancy require a Service Optimisation Manager

Role and Responsibilities

Reporting to the Head of Service Management, this is a senior customer facing role with responsibility for providing business impacting recommendations and consultancy.

As a key member of the Service management team you will be focussed on our cost optimisation capabilities to ensure that we can continue to deliver value into our clients. You will be responsible for the creation and continual improvement of Service Optimisation artefacts including, Workflows, Policy, process, procedures, internal training and socialisation to embed the Service Optimisation service at the heart of the clients offering.

Key responsibilities include:

* Leading in engagements and providing thought leadership for Service Optimisation for new and existing customers.

* Supporting Presales and Sales teams to develop positive customer engagements with maximum impact for both new and existing customers.

* Interpretation of specific customer requirements in the context of the optimisation capability ensuring that recommended delivery is fit for purpose and compliant with the defined mechanism of delivery.

* You will be an ambassador, interfacing into clients and industry based events.

* Act as a principal point of escalation and resolution for matters relating to the cloud optimisation service.

* Lead on the design, build, implementation and optimisation of best practices within this specialist field.

* Working with the Service Management team to embed Service Optimisation reporting into the clients Enterprise offering to raise awareness and proactive management of Cost, Security and Configuration best practices.

* Become an active member of the wider Cloud Practice to ensure you are aligned with changing technology landscapes, architectural approaches and local initiatives.

* Actively work with Service managers to triage, health check and optimise existing services within the portfolio.

* Managing Service budgets ensuring spend is kept within limits and focused on the delivery of business objectives.

* Delivery of Service Optimisation reviews and reports (client facing).

* Delivery of health checks and presentations to new and existing customers, adapting your approach and language to a blend of technical and executive level stakeholders.

* Develop relationships with key Cloud Service Supplier representatives and Partner Managers to identify further opportunities and best practice methods.

* Develop a working relationship with the marketing and communications team to ensure that good news is celebrated and all marketing avenues are explored to raise the clients Enterprise profile within the Service Optimisation space.

* Identify training, investment and growth opportunities within your area and work with the Head of Service Management to create solid business cases for investment.

* Define and revisit tooling roadmap to underpin the Enterprise service offering within the Optimisation field.

* Provide Policy and process coaching to wider members of the enterprise teams.

* You will be responsible for day to day delivery of the Service Optimisation offering including the team management of direct reports (initially 1 FTE with potential to grow).

* Proactive role within the Risk Management framework to ensure Risks are highlighted, communicated and managed.

* Longer term Service profiling, trending and integration into capacity/demand management processes will be expected.

* You will be a consistent source of drive and focus ensuring continuous service improvement is at the heart of everything you and your team deliver.

Technical Skills/Experience required

Essential

* Solid experience in a customer facing Service Management role.

* Experience of managing Enterprise Applications and Services in a Cloud Hosted environment.

* Ability to quickly build relationships with partners and new customers.

* Ability to liaise with technical specialists and translate information for stakeholders.

* Must have experience communicating with senior executives.

* Experience in managing multiple Enterprise services and customers in parallel.

* Experience in managing a high performing team.

* Excellent communication, people and project management skills with a proven track record of delivery.

* Demonstrable experience in using Cost Optimisation tools e.g. CloudHealth

* Experience with contracts and service level agreements.

* Broad IT knowledge and experience covering hosting, hardware, network, bespoke and packaged software.

* A proven track record of supporting a broad range of enterprise-scale systems.

* Experience in managing third party suppliers.

* Travel to client locations as required.

* Appetite to undertake foundation training across the Cloud technologies AWS, AZURE, GCP.

Desirable

* Experienced in formal and recognised appropriate service management methodologies i.e. ITIL.

* Technical background especially hosting, networks and development.

* Project management.