In A Nutshell
Focused on delivering exceptional services for our customers, the Service Manager will oversee the performance of specific SaaS solutions and the consequent service delivered to customers. The role will focus on understanding and improving service delivery, collaborating with cross-functional teams to enhance service quality, and acting as the face of the service for customer stakeholders. The ideal candidate will have a good technical understanding of software, good analytical skills and be a strong communicator with the ability to ensure continuous service improvements. Energy industry experience is an advantage.
Responsibilities
- Manage the end-to-end delivery of services, ensuring they meet or exceed defined service levels & KPIs.
- Obtain an in-depth knowledge of the service using your analytical skills to gain a 360 degree view of the service to understand performance and improvement opportunities, this includes owning Problem Management and consequent implications for services.
- Monitor the performance of the service, including working to proactively identify & resolve service impacting problems.
- Conduct regular capacity reviews, identifying potential bottlenecks, and proactively implementing solutions ensure we continue to meet future customer needs.
- Implement, review, and refine service management processes and procedures to ensure efficiency and effectiveness.
- Drive initiatives aimed at enhancing service quality, efficiency, reliability, and customer satisfaction.
- Work collaboratively with cross-functional teams including Product, Engineering & Service teams to implement service improvements.
- Support the Incident Manager in the event of a major incident to ensure swift resolution & quality customer communications.
Key Skills
- Proven track record in managing and improving service delivery processes.
- Customer oriented with a strong focus on quality service.
- Attention to detail with the ability to interrogate, understand & interpret data enabling clear decision making.
- You will have a good understanding of the ITIL framework, with the ability to identify clear areas for improvement within the various service management areas.
- You are proactive - you see issues on the horizon and work to get ahead.
- Take a collaborative approach and foster strong working relationships across other departments within ENSEK & our customers.
- Excellent communicator with the ability to simplify complex topics and influence senior decision-makers across the business.
- A flexible attitude and able to thrive in a high-pressure environment.
- Willingness to work in a fast-moving matrix environment and experience and understanding of true teamwork.
- Experience in Energy/Utilities would be advantageous but not essential.
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