Customer Services Manager – ITIL Certified   . My client based in Basingstoke, Hampshire are looking for an Customer Services Manager – ITIL Certified. You must have:

 

  • Certification at ITIL intermediate level or above is desirable.
  • Significant experience of managing Customer Services teams in technical environment.
  • Broad knowledge of IT and communications services.
  • Significant experience in a Service Delivery Management role.
  • Experience off managing service provisioning and resource scheduling teams.
  • Experience of implementing ITIL v3 based process frameworks.
  • Experience of implementing and developing IT Service Management Systems.

You will be responsible to integrate and manage a Customer Services team providing: Service Desk Support, Service Delivery Management, Customer Experience Management and Provisioning.  The team supports both internal and external customers. Role involves:

  • Ensure that overall performance of the team meets: customer service level requirements, operational performance targets, financial objectives, and compliance criteria.
  • Establish a Training and development framework that will ensure the team has the necessary: technical, process, customer and business competencies, as well as clear career development paths.
  • Establish relationships with key internal stakeholders, including the management of regular: performance and planning reviews.
  • Establish a Customer Services Plan that continually develops the team in line with business needs and industry best practice.
  • Establish and develop an ITIL v3 based process framework covering internal functions and interfaces to other business functions.
  • Establish and develop a Customer Services systems (e.g. ITSM) plan.
  • Manage and develop Service Desks responsible for customer call handling and Tier-1 support.
  • Manage and develop scheduling and provisioning teams responsible for the allocation of resource for implementation and support activities.
  • Provide a Service Delivery Management (SDM) capability, and provide direct SDM support for key customers.
  • Provide and manage a framework for managing and improving Customer Satisfaction.

 

Please send your CV ASAP and I will get back to you.

Location: Basingstoke, Hampshire

Start:ASAP

Duration: Perm

Salary: £45k + Bonus + Good Benefits

Agency:LATCOM

Contact:Steve Spevack

Telephone:01442 291 800

Email: Steve.Spevack@Latcom.co.uk

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