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Regional Technical Service Manager

Premium Job From Recruitment Genius
Recruiter: Recruitment Genius
Listed on: 24th March
Location: Sheffield
Salary/Rate: £35,000 - £42,000
Type: Permanent
Start Date: 24/04/2021

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The candidate will work closely with both the Business and Operations Departments to ensure Customer Satisfaction. They will ensure effective delivery of customer service/satisfaction within SLA's. They will act as a liaison to customers dealing with any concerns relating to delivery or support of their service. They will assist with projects, troubleshoot issues, and work with partners and TNS global resources to deliver customer success. They will support internal customers also and work closely with other Network Operation's teams to ensure that continual service improvement is provided.

Responsibilities
- Support all Global Divisions, being the main customer advocate
- Work closely with Network Operations to provide proactive and reactive assistance to a diverse range of issues
- Ensure Incident Management, Change Management and Problem Management procedures are followed in line with customer SLA's/OLA's
- Oversee and attend weekly/monthly/quarterly customer service reviews to provide analysis of SLA performance, communicate change and provide incident report briefings
- Support customers to bring their services into production
- Actively seek to improve Customer service and implement change according to feedback
- Write Incident Reports that detail the events of the incident, root cause and future prevention actions
- Work closely with Service Delivery teams to ensure that the customer is well informed of project progress milestones
- Identify and assist with implementation of new and improved procedures
- Be a stakeholder for ensuring Operational Readiness is completed for new/changed implementations
- Create/manage both internal/external SIP's and drive stakeholders to complete actions
- Mediate between customers and other departments to resolve live production, delivery and other service issues
- Develop and maintain positive working relationships with internal and external customers
- Demonstrates ability to identify priorities for change
- Presents complex issues clearly

Skills & Experience
- IT Professional; preferably with experience within a networking or telecom/data communication environment
- Previously worked in a Payments/Financial Markets/Telecoms field
- Sound knowledge of Microsoft Office
- Excellent verbal and written communication skills
- Exceptional multitasking, planning and organisational skills
- Ability to work on own initiative and be a Team player
- Customer champion and business focused
- Flexible approach to working hours and good time management
- Good analytical and problem-solving skills
- Experience working in a fast-paced environment
- Strong attention to detail

Qualifications (Desired)
- Service Management, Project Management
- Customer Support and/or Operations background
- System Experience of Salesforce, Remedy, Sharepoint
- Bachelor's Degree within Computer Science/IT/eCommerce or equivalent experience
- ITIL or Six Sigma
- A flexible approach to ensure cover is provided within the department