Support / Service Manager - London - 6-9 months - £300-400PD

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Support / Service Manager - London or Newcastle - 6-9 months - £300-400 per day

My client will be looking to add a support manager to their team with interviews happening immediatey. As Support Manager you will provide support services to clients. You will be working with the directors, leadership team and client account managers to help them design, shape and evolve our support service to our existing clients.

Also, you have the choice the either work in the London or Newcaslte office.

* To integrate yourself into the agency as the face of support and develop and nurture strong working relationships with our clients and with your colleagues and peers

* To integrate the support service into the Product Lifecycle delivery process at, we call it the way

* To resource your support needs within the agency by working closely with the Resource Manager and Delivery function to cater for proactive and reactive resource needs

* To proactively manage our client support contracts and run our support service in alignment with the SLA's, OLA's etc. that are detailed in these contracts

* To perform regular service reviews, which input into our recurring client service account rhythm to ensure client satisfaction

* To own and manage the incident management process with our clients and within our organisation and lead this process by providing regular, timely, factual and non-emotive reporting, resolution and problem-solving to future proof our services

* To consolidate all service and incident management data and statistics into a monthly board report

* The day to day management of our helpdesk function including the co-ordination the receipt, prioritisation, estimation, allocation and timely delivery of our helpdesk tickets for our clients

* To report our service, incident management and helpdesk tickets progress to our clients and within the company in a timely, proactive and informative manner

* To work closely with our client services team to constantly review and evolve our support contracts to ensure they are customer-centric and valuable to both our clients

* To ensure our support service and process is constantly reviewed, improved and evolved to keep achieve service management excellence

* To manage our on call team, working with our Resource Manager and Technical Director, to ensure our client's support contract commitments are adhered to and followed to the letter, including for 24/7/365 cover

* To manage and configure the required toolset (ticketing system, client communications etc) to meet service requirements

* To manage any 3rd party providers that contribute to our support service offering and ensuring the customer centric and service excellence focus at this company is shared and delivered upon by those providers

The ideal candidate should have previous support experience with specific emphasis on customer excellence and experience.

You must have experience in:

* Management and delivery of client service levels and support contracts, preferably with relevant accreditation/certification (such as ITIL certification and/or exposure to ITIL working practices)

* Product lifecycle delivery process and the role that support plays in that

* Commercial acumen, ideally with previous experience of income management and reporting

* Customer focused and a provider of service excellence

* Excellent communication, influencing, negotiating and collaboration techniques

* Working with a resource manager or role equivalent to resource support needs and requirements

* Managing and configuring a support management toolset

Interviews will be happening immediately.

Contact me now to discuss this or other contract opportunities at [email protected] or call on +44 (0)207 337 0899.

Nigel Frank International is the leading Microsoft recruitment firm in the UK & Ireland, advertising more Microsoft jobs than any other agency.

We deal with both Microsoft Partners & End Users throughout the Ireland, the UK and Europe and we have never had more live requirements & jobs for Microsoft Dynamics and SharePoint professionals. By specialising solely in placing candidates in the Microsoft Dynamics and SharePoint market I have built relationships with most of the key employers in the UK and Ireland and have an unrivalled understanding of where the best opportunities and jobs are.

Support / Service / Support Manager / Service manager / Service desk manager / London / South London /

Essex / Surrey / Newcastle / Tyne and wear / Northumbria