Senior Desktop Service Manager – Telecoms – Unified Comms
Senior Desktop Service Manager - Telecoms - Unified Comms - South Yorks
Location: Sheffield, South Yorksshire
Salary: Negotiable
Company: converged solutions, unified comms, telecoms
Role: Senior Desktop Service Manager
Technology: Unified Communications, Networking, Broadband
Role Purpose
To ensure delivery of contracted service levels to an assigned number of Service Managed customers with the goal of increasing customer satisfaction levels and enabling a simply brilliant customer experience, where customer loyalty, advocacy, revenue protection / growth and NPS Promotion is the norm.
To assist the CSM provide direction and management to Desktop Service Managers and to ensure all agreed objectives are achieved. Working proactively to achieve customer satisfaction and driving an environment focused on the customer.
You will work within the wider team to create a challenging and motivational environment, allowing all team members to develop and demonstrate their full potential.
Key Accountabilities
Ensuring Service Level Agreements are achieved in line with our contractual obligations.
Develop and maintain Customer Support Plans and Service Improvement Plans to deliver and improve service to assigned number of customers.
Support Business Sales teams in securing new and existing business.
Ownership of Bid Management work streams within tender process.
SLA negotiation and creation.
Ensuring ITIL methodology and compliance is promoted and maintained at all times.
Champion NPS throughout customer base and Team
Fully utilise BIS and associated tools / processes for customers and for management of Desktop Service Managers
Report on performance of the Service Managed Customers base to the Head of Service Management.
Manage customer escalations for Desktop Service Managers
Mentor and support Level 1 and Level 2 Service Managers
Conduct regular 121 for all direct reports
Deputise for CSM when required.
Engage with key stakeholders across the Virgin Media group to ensure that service is provided across all functions with a right first time ethos.
Raise and maintain the profile of Desktop Service Management at all times
Sharing best practice and promoting innovation to Desktop Service Management
Essential Knowledge, Experience and Skills
Compliance with company department strategy
Delivery to time, quality and costs
Effective use of resources
Complying with processes
Effective reporting and communications
Good general education
Customer management experience within a target based customer focussed environment
Leadership experience - ability to mentor, drive focus on targets, manage local resources through a combination of motivation, direction, delegation and influence
Influencing and negotiation skills are essential with an ability to work collaboratively with all levels to achieve operational objectives.
Excellent oral and written communication skills are also key to enable this individual to be able to influence and motivate at all levels within the centre.
Degree qualified or equivalent, ITIL Practitioner or equivalent
Senior Desktop Service Manager - Telecoms - Unified Comms - South Yorks
Location: Sheffield, South Yorksshire
Salary: Negotiable
Company: converged solutions, unified comms, telecoms
Role: Senior Desktop Service Manager
Technology: Unified Communications, Networking, Broadband
1 – Chief Technology Officer - IT - Telecoms - Infrastructure – Manchester / London
2 – Technical Support Engineer - Cisco - Citrix - VMWare - London / Manchester
3 – IT Field Support Engineer - MCSE - MCTS - North West / South East
4 – Cisco Voice Engineer – CCVP - London
5 - Solutions Engineer - Cisco / HP / Dell, VMware - MCITP / MCSE – London / Manchester
6 - Senior .NET Developer / Software Engineer - C# / C++ / Java – Manchester
7 - NET Developer - JavaScript, jQuery, HTML, MS SQL – Mancheste
8 - Senior Cisco Contact Centre Consultant - CCVP – Surrey
9 - Senior Software Engineer - Android - Java - West Yorks
10 - Director Pharmacovigilance - Pharmaceutical - Life Sciences - Consultancy – EMEA