Technology Service Manager

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In a Nutshell

Reporting to the Head of Service Delivery, the Technology Service Manager will be responsible for managing ENSEK’s IT Services- this is the service consumed by our customers, delivered through our software and services. This role is to be the face of IT service for specific customers within our portfolio, and requires a broad set of skills, working with our technology teams and functions to ensure service obligations are met and a strong relationship maintained through proactive dialogue and management with our customers based on meeting and exceeding their expectations.


  1. Providing a single point of contact internally, representing one or more customers to the technology organisation, driving service priorities
  2. Being proactive in how we manage customers- getting ahead of issues, owning the actions, setting expectations and working well with colleagues to deliver great customer outcomes
  3. Owning Continual Service Improvement by maintaining and managing short and long term plans and initiatives to improve service across the organisation
  4. Document and understand the service levels and obligations made with our customers, and the principal architect of new future service levels
  5. Building and managing ongoing service reviews with our customers, managing a strong relationship with your counterparts and stakeholders within these organisations
  6. Supporting the Head of Service Delivery in Service Design and Service Introduction workstreams, setting up and managing consistent service governance across new and existing customers
  7. Significant input into any new customer negotiation, responsible for the agreed service levels or Technology commitments
  8. To add value to the experience of our clients, colleagues and other relevant stakeholders through practicing and promoting the ENSEK values

Responsible for customer satisfaction for technology operational services

Key Skills

  1. Service focus and ownership- understanding the experience of customers and how this is established through the output from different teams of different responsibilities, and the artefacts and governance to demonstrate performance
  2. Strong stakeholder management skills, working well with different types of customers
  3. You are proactive- you see issues on the horizon and work to get ahead to prevent and / or set customer expectations and delivery against these
  4. Demonstrate a real understanding of technology services
  5. You can show an in-depth understanding of Service Management framework principles and processes. You can apply the technical knowledge in project or programme activities.
  6. Proven experience in working for a fast-paced services-led tech business
  7. Take a collaborative approach and foster strong working relationships across other departments within ENSEK
  8. Excellent communicator with the ability to influence senior decision-makers across the business
  9. Client focused approach, demonstrating outstanding levels of service demonstrated through reporting and communication
  10. A flexible attitude and able to thrive in a high-pressure environment
  11. Willingness to work in a fast-moving matrix environment and values the importance of teamwork
  12. Proven ability to manage multiple third-party supplier relationships
  13. Experience in Energy/Utilities would be advantageous but not essential