Job Description
Our clients have approach us to source an experienced “Services Manager”. £60,000-£70,000k, South East England, Berkshire.
As our clients expand globally, They are looking for a talented Service Manager to support our customer base in the UK. The Service Manager will take responsibility for the end to end customer experience. The Service Manager will act as customer champion within Redwood, making sure we continually meet expectations and contractual obligations.
Location
This role is based in our head office in Berkshire.
This is an office-based vacancy and as such we expect all applicants to be willing to commute to our offices a minimum of 3-4 days per week as per our hybrid working policy.
Key Responsibilities
- Developing customer relationships based on trust, confidence and mutual respect.
- Maintaining a comprehensive understanding of the customer’s strategy, commercial drivers, market and challenges with particular focus on the development of a strategic partnership.
- Act as the customers’ advocate ensuring that their business requirements and service expectations are understood by the relevant operational and support teams
- Anticipate service management challenges and feed into the Consulting service issues/ideas for improvement
Ensure high levels of communication with customers are maintained at all times. - Act as an escalation point to ensure customer issues are handled in a professional, timely and effective manner.
- Proactively work with sales to identify additional products/services that will enhance your customer experience.
- Track and manage the customer experience throughout the customer lifecycle and in line with agreed timescales; e.g. time to provide a quote, delivering a service, repairing a failure, ensuring accurate invoicing/cash collection and cessation of services.
Experience Required
- Bachelors degree in a relevant subject. 2:1 or above, Solid Pre-University Education,
- Good experience in a similar customer facing role in Service, Delivery or Client Relationship Management, typically of at least two years.
- Experience with the software development lifecycle, cloud platforms and/or the development of hardware and software.
- Excellent customer service and interpersonal skills.
- Proven experience in a technical field.
- Proven ability to manage and motivate others.
Person Profile
- Experience in project management or project delivery in the IT and Telecoms sector.
- Experience in conducting Service Review Meetings with customers and providers.
- Full security clearance is desirable.
Job Summary
Job Reference:
SM113/SN
Closing Date:
2024-11-25
