An enabling & support services manager is required to deliver to contractual SLA's against agreed equipment list, Achieve best in class service delivery Bring advanced technical management expertise to improve customer experience. Responsibilities will include overall task management of the Enabling and Support Services Team in a rapidly changing business environment to the agreed SLAs and Key Performance Indicators of the contract. Ensure successful technical knowledge transfer during customer seconded phase. Adhere to ITSM process models including Incident, Problem, Release and Configuration Management, as defined and continually developed. Responsible for upholding standards for process documentation, metrics tools and process methodologies. Hold responsibility for team achievement of all statistical targets set Task manage team leaders and support team to deliver high customer satisfaction and meet SLA targets. Experience in a customer facing service management environment. Strong communication and analytical skills Strong customer orientated, focused on meeting customer needs. Complex problem management experience, preferably in a Multi-Vendor environment Ability to manage under pressure and to deliver to short deadlines. Knowledge and experience with ITSM/ITIL Reference model. The succesful candidate should be DV Security cleared or prepared to be cleared to DV level.
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