Service Performance Manager – Chippenham – £20,000
Service Performance Manager required to join a leading progressive company based from their offices based in Chippenham.
The role of Service Performance Manager will involve being 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 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 clients ensuring that all their 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 staff members);
• 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
The role will involve regular travel to client site.
This is a fantastic opportunity to join a growing company who offer some excellent benefits and further career opportunities
Keywords: Service Delivery, Helpdesk Manager, ITIL, SLA Review, Chippenham