Service Manager

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The Service Manager will be responsible for day to day Service Management of customer phone, email and ticket requests, operating within ADVAM's ITIL aligned Service Delivery framework. Interfacing with ADVAM Product Delivery/ Projects team and Operations Delivery teams who operate using an AGILE framework, bridging the gap to improve client's overall product experience.

The ideal candidate is someone who can keep a positive relationship with clients, meet deadlines, lead a team, stay organised, manage conflict and use creativity to find ways to make the service better.

The role will focus on keeping clients satisfied with the company's services through managing product reliability issues, tracking product service metrics to assist services being delivered to clients.

The successful candidate will be responsible for incident management, performing daily checks and troubleshooting of both industry standard and bespoke software operating platforms and payment terminal systems, ensuring that service agreements are met for clients and suppliers.

Responsibilities:

- Provisioning of new merchant facilities within the ADVAM gateway including the setup, configuration and testing of terminal hardware

- Proactively working to improve internal processes, and identification of potential opportunities to replace or implement new solutions

- Create and Maintain Service packs for Clients for the Product offerings

- Good leadership skills to lead the Customer Support Officers and provide guidance in the L1 client support department

- Coordination of Priority 1 & 2 issue communication engagement to clients/ client teams out of hours, in certain circumstance may be necessary

Required Skills:

- Professional and effective written and verbal communicator

- Knowledge of ITIL Service Management Framework

- Experience engaging with AGILE product development team

- Ability to work independently and as part of a team

- Ability to translate complex technical issues into plain English description

- Excellent interpersonal and communication skills

- Good problem-solving and analytical skills

- Detail oriented and diligent

- Entrepreneurial by nature with a strong sense of ownership

Experience:

- Understanding of basic IT & Network principles

- Proficient Microsoft Office, particularly in Excel & the use of pivot tables

- Database SQL Experience

- Minimum 2 years background in Electronics or IT

- Analytical problem-solving skills

- Customer service experience in the field or remote locations

- Experience of ZENDESK Tools desirable

- Experience of ATLASSIAN Tools, JIRA desirable

- Experience of REMEDY desirable