Service Manager

We have an extremely exciting opportunity to join our clients Engineering and Infrastructure Team as a Service Manager.

Our client delivers tailor-made solutions, managing the installation, configuration and testing with meticulous care and providing ongoing technical support and maintenance through their Service Desk and network of Engineers who pride themselves on delivering the best customer service in the industry.

You will be reporting directly to the Customer Operations Manager, and you will manage a dedicated and experienced team of Infrastructure and Telecoms Engineers, taking overall responsibility for ensuring that the team continues to deliver excellent service to an extensive and diverse customer base.

Responsibilities and Duties

• Collaborating with Team Leaders and Engineers, ensuring service tickets are being managed within SLAs.
• Collaborating with Engineers to ensure projects are delivered in a timely fashion.
• Reviewing time entries and service tickets to ensure that work is booked correctly.
• Being an escalation point for any service-related or project delivery issues raised both internally and externally.
• Ensuring chargeable work is passed for invoicing in an accurate and timely fashion.
• Continuous review of engineering processes and making improvements where appropriate.
• Providing reporting information to customer operations manager and other departments.
• Reviewing purchase orders raised against additional work or projects.
• Maintaining relationships with suppliers.
• Placing orders on supplier portals.

Skills/Experience (Essential)

• Experience managing a team, including conflict resolution and team building.
• Relationship building (both internally and externally).
• Strong organisational and time management skills.
• Strong problem-solving skills.
• Excellent communication skills.
• Must be able to keep accurate record of work completed and actions taken.
• Good all-round IT literacy (MS Word, Excel, Outlook).
• Full UK valid driving licence.

Skills/Experience (Beneficial)

• Experience working within a managed services environment.
• An understanding of agile project methodology and processes.
• Fixed Line Telephony (ISDN & PSTN).
• SIP.
• Leased Line and MPLS.
• Hosted Voice Products.
• IT and Networks.

The successful candidate will need to be people focussed, approachable, friendly, tidy and presentable. You will be able to take ownership, you will have excellent attention to detail, you will be a great communicator, someone who has the ability to make informed decisions, highly motivated, a team player and leader with a methodical approach.

To be considered for the role you will need to have a full and valid driving licence and you will be willing to travel across the UK, as and when required by the business.

The role is an office-based position so you will need to be a commutable distance from the client's office which is based in East Devon.

Our client is offering an extremely competitive salary and a good benefits package to the successful candidate, this includes ongoing professional development, management training, and a clear path to ongoing career progression.

KEYWORDS Service Manager, ICT, Telecoms, Infrastructure, Service Desk, Support, Fixed Line Telephony, ISDN, PSTN, SIP, Leased Line, MPLS, Hosted Voice Products, IT, Networks, Managed Service.

Please note that due to a high level of applications, we can only respond to applicants whose skills and qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

Bowerford Associates Ltd is acting as an Employment Agency in relation to this vacancy.