Descrição
We want to talk to Service Managers keen to progress their careers in a visionary, highly successful consultancy. You ll already be achieving big results in your own right but may be looking to move your career to the next level, working with an organization focused on delivering the exceptional both to our clients and our team. Perhaps you re looking for a genuine opportunity to be recognized, add value and take ownership of your development in a collaborative working environment. Or looking for an opportunity to move to a smaller but growing consultancy where you can take your career to the next level with a globally recognized leader in retail tech.As a REPL Service Manager you will not only own all aspects of the day to day relationship with the customer but will ensure a strategic alignment on the future to ensure their ultimate continued happiness and success.As an equal opportunity employer, we recognize the value of an inclusive workforce and particularly encourage applicants from a diverse range of backgrounds.
Externally o Responsible for overall relationship and customer experience of REPL service delivery inc. SLA performance and Governanceo Manage and deliver service improvement plans and Risk Logs that drive tangible and intangible savings to customers i.e. identify and deliver the Service Value stream and identify and drive out risks to the customers and REPLs successo Identify, plan for and realize business opportunities to expand our footprint and services with customers, anticipating their needs and developing those opportunities in a proactive and consultative wayo Actively develop and manage our NPS framework and regularly assess customer feedbacko Own content and delivery of monthly and quarterly service reviews and develop the service chartero Manage small scale project delivery either as part of or separate to the managed services to ensure delivery consistency and alignment of quality into the customer experienceInternally o Own an internal service improvement strategy and be creative in driving improved service at a lower costo Manage resources, skill depth and coverage inc. ITIL V4 for incident management and managed serviceso Manage and deliver service introduction customer onboarding into the REPL Managed Services ecosystemo Collaborate with the sales team to support them in providing material, representation, case studies, etc. in enabling them to win deals with new