• Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs
• Align with customer expectations to ensure a shared understanding of service delivery goals
• Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs
• Deliver high-quality service and support while adhering to company processes and standards
• Contribute to the overall success of the department and provide support in other areas as needed

• Serve as an escalation point, responding promptly and effectively to service alerts and issues
• Proactively mitigate potential or actual service disruptions, ensuring swift resolution
• Support customer onboarding for service-specific requirements - inclusive of process creation

• Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction
• Develop and refine service processes, identify areas for improvement, and contribute to solution development

• Monitor and report on SLA and KPI performance, providing detailed analysis, insights, and recommendations for improvement
• Analyse customer KPIs to identify trends, addressing any issues promptly with corrective actions

• Proven experience in implementing service improvement initiatives and maintaining high service quality standards
• Strong understanding of ITIL4 practices and their practical implementation
• Excellent presentation skills with the ability to effectively communicate information to various audiences

• Demonstrated experience in customer service, including the presentation and analysis of key performance indicators (KPIs)
• A customer-centric mindset, ensuring exceptional service delivery

• Strong problem-solving skills, essential for swiftly addressing and resolving technical issues to maintain service continuity and minimise disruptions

• Exceptional verbal and written communication skills
• Strong organisational and planning abilities, including meeting governance management
• Adept at building relationships and influencing stakeholders with credibility and confidence
• Ability to challenge existing approaches constructively while fostering trust through experience and personal style

This is an excellent opportunity to join a growing organisation where you can make a real impact on service delivery and customer satisfaction. You'll be working in a collaborative environment with opportunities for professional development and career progression.