Service Performance Analyst / Supervisor Job in Chippenham SN152AJ, South West UK
Service Performance Manager/Supervisor
Reporting into the Service Operations Manager, the successful individual will be responsible for delivering a strong customer focused service delivery to allocated High Value Clients. The key aspect to this role is ensuring that our service delivery performance is managed to ensure that Service Level Agreement targets are achieved.
Critical to the success of this role will be the ability to establish strong relationships across our client's representatives (who the company are contracted to deliver live services with) and also internal stakeholders to enable a greater understanding of scheme performance and the effective removal of any points of pain.
Responsibilities include,
- Acting as a direct point of contact for all client specific service requests, incidents and problems are dealt with appropriately;
- Act as the day to day service escalation point (for both our service customers as well as internal members of the company);
- Exception management, ensuring delivery of 'Incident reports' and 'Root Cause Analysis' for all P1 service outages and the management of service credit penalties linked to appropriate schemes;
- Delivery of 'Service Review' documents and service statistics to all appropriate schemes;
- Assist with project introduction and creating SLA's and OLA's;
- Assist with the effective evolution of business processes and procedures to enable cost effective service delivery.
Key skills:
- Excellent communication skills
- Disciplined and organised
- ITIL knowledge and experience
- Keen team player
- Must be willing to travel if and when required
- Minimum 2 years Helpdesk experience
Proven first class customer service skills and product experience is required for this role to ensure that a 'High-Performance' culture is maintained and that all service, risk and revenue targets are achieved.
For more information on the company and a detailed job specification please apply now.
"Southern Lights Ltd act as an employment agency for the purposes of this advert"