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DATE ADDED: Sat 02/11/2019

On-Site Service Manager

Cheap, UK


JOB TYPE: Permanent, FullTime

**About Block**

We are an IT innovation business, offering expert consultancy, business transformation and managed services that empower clients to do great things. Were passionate and enthusiastic about what we do, and we use our expertise along with our technical capability work in partnership with our clients to help increase productivity, accelerate growth and deliver outstanding user experiences through our technology and service propositions.

**The Opportunity**

As part of the Service Management Team, the Service Manager is responsible for all activity related to the efficient and effective provision of services that meet Blocks Managed Services client requirements. Reporting to the Managed Services Director, the Service Manager will work with clients at strategic, organisational and operational levels. As such, the Service Manager will work directly and indirectly manage Block Sales, Commercial, Technical Delivery and Operations teams throughout the client delivery lifecycle.

**Role Responsibilities**

*Strategy, Business Relationship and Portfolio Management*

- Work with key accounts and senior stakeholders to design andestablish a framework for a strategic service engagement
- Maintain full service P+L budget responsibilities
- Identify and manage risks (of all kind) for the serviceengagement
- Regularly report on progress against the managed servicecontract and budget
- Monitor and manage demand and resource utilisation
- Management of Customer Satisfaction, including management ofcomplaints
- Managing Managed Services Sales Opportunities

*Service Operations*

- Provide leadership and direction, developing the customerManaged Service strategy that delivers aligned to Block overall business visionand strategy
- Establish the Managed Services governance and framework formature, efficient managed service delivery
- Ensure that Service Delivery teams are trained and developedto technically deliver support services
- Ensure that Incident and Problem Management activities aredelivered to agreed service levels
- Ensure that Monitoring and Managed Services activities aredelivered to agreed service levels
- Provide Escalation Management for ongoing support andmanaged services

*Service Management and Service Control*

- Assess, Evaluate and Authorise change within the ManagedService agreement including

Commercial Changes

Technical Change Authority Board (CAB) approved changes

- Ensure ongoing document management and control including;

Creating and maintaining Service Schedules/Contracts

Customer Operating Procedures

Customer Technical Operating Policies and Procedures

Customer reports delivering information of SLA performance

Major Incident reporting

Vulnerability and patch assessments

- Perform full Lifecycle Management of IT Service assets frompurchase through to service cessation, including the ongoing maintenance ofcustomer Configuration Management Database items
- Plan and Manage successful Service transition across transition lifecycle through Sales, Delivery, Suppliers and customer including

Full service administration updating and maintaining ServiceSchedules/contracts, Account Creation, CMDB and vendor contract administration

Operations Readiness - Ensure that the services can bemanaged, operated and supported in accordance with Services sold

Maintain full communication with customers, end users, Blockstaff and stakeholders

- Plan and manage the release of deployment of servicesincluding:

Upgrade of current services

Planned new service into operations

Proof of concept services into operations

New software into operations

- Work closely with Project Managers and teams to ensure thatall Managed Service technical transition elements are successfully delivered,inputting into project delivery across stages and milestones to govern themanaged service elements across the following stages

Sales Handover

Plan deployment

Design Technical Solution

Build Technical solution

Test and Validate solution

- Handover and Training

**Skills, Knowledge & Experience**

- ITIL Expert
- CCxP
- Strong technical background, with professional leveltechnical capabilities
- 5+ years experience in managing technical infrastructure to meet business need with high levels of availability to industry standards (ITIL, DevOps)
- Proven senior IT leader with experience of leadingsignificant IT transformation and service operations
- Experience in developing successful managed service productsand services
- Track record of achieving service excellence
- Personal Attributes
- Reliable and consistent individual, with a track record ofdelivering IT services to standard without compromise on quality or customerexperience
- Strong communication, negotiation and influencing skills -ability to partner with senior management, other departments and externalproviders to achieve positive results
- Proven expertise in delivering developing others, drivingcontinuous improvement and leveraging best practices
- Track record of achieving service excellence

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