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Service Manager
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Service Manager
Customer Success Manager
Company Description
We are a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
We don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.
Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
Purpose of the Role
To provide a single point of communication and ownership for Customers, driving resolution across service issues whilst providing a first-class customer service. This role is responsible for:
- Identifying service improvement opportunities
- Bringing revenue opportunities within the customer base to light
This is an internally and externally facing role, accountable for:
- Effective management of assigned customers
- Building strong customer advocacy
- Ensuring contractual commitments are met
- Management of customer expectations throughout the service lifecycle
- Being responsive, communicative, and innovative when engaging with customers
- Collaborating with internal stakeholders to deliver a positive customer experience
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Responsibilities
Customer Relationship & Contract Management
- Ownership of customer contracts and obligations
- Identifying potential gaps and risks within the service, and taking the necessary steps to mitigate them
Service Reviews & Development Plans
- Management of structured Service Review Meetings with customers, including:
- Preparation
- Data presentation and analysis
- Action tracking
Customer Satisfaction & Service Improvement
- Preparation and delivery of Service Management Reports
- Driving Continual Service Improvement Plans
- Monitoring and driving Customer Satisfaction
Escalation & Collaboration
- Acting as the escalation point for both external and internal stakeholders related to customer service
- Close collaboration with Account Management to:
- Ensure a collaborative approach
- Drive strategic goals and opportunities for customers
Profitability & Performance Tracking
- Reviewing the P&L for each customer to ensure contract profitability
Strategic Goals & KPIs
- Adhering to strategic objectives and KPIs that:
- Support our growth and retention strategy
- Enhance customer experience
Reporting & Forecasting
- Providing and managing Service Management-related business reporting and forecasting for customers, for both internal and external use
Success Metrics
- Customer Satisfaction (measured by NPS Scores and Service Management Surveys)
- Customer Retention
- Additional opportunities and revenue growth
- Profitable contract management, including reducing cost to serve
- Adherence to SLA performance
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Qualifications & Requirements
Previous Experience
- Proven experience in a customer-facing role within a service industry
- Experience in the IT / Managed Service / Telecoms industry
- Proficiency in Microsoft Office applications
Key Skills & Competencies
- Product & Service Knowledge: Maintaining and deepening understanding of current and future product and service offerings
- Communication & Negotiation: Demonstrated success in negotiating with internal and customer stakeholders; strong communication and negotiation abilities
- Interpersonal Skills:
- Confident written and verbal communication
- Competence to engage at all levels, including executive communication
- Customer Focus: Emphasis on delivering high levels of customer satisfaction
- Resilience: Thriving in fast-paced/demanding environments
- Self-Motivation & Task Management: Prioritising tasks and managing time efficiently
- Change Management: Capacity to drive and facilitate change
- Management of Deadlines: Ability to consistently meet critical deadlines
Preferred Qualifications & Experience
- ITIL Foundation (v4) certification
- Experience with ITSM models, specifically familiarity and hands-on experience with ServiceNow
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