Service Manager

We are on the lookout for a dedicated Service Manager to join our team and take charge of ensuring top-notch service delivery to our valued customers. Responsibilities include owning and overseeing Service Level Management, crafting Service Development Plans (SDPs) and Service Improvement Plans (SIPs), and driving Continuous Service Improvement (CSI). The ideal candidate will represent customer operational needs and interests within our organization, ultimately aiming to boost overall customer satisfaction.

Who are we?

Magdalene operates as a Telecommunication Infrastructure Services Company and is part of the Telecom Division of M Group Services. Covering the full network lifecycle, we deliver Managed Services and Projects for both fixed and mobile infrastructure networks across the operator and utility markets.

Key accountabilities

• Accountable for delivery of customers contractual service deliverables, including ;
  • Contractual SLAs
  • Defined contractual Reporting
  • Service Development Plan
  • Operational Risk Register
• Owns the relationship with key customer stakeholders for in-life service
• Accountable for developing and maintaining an industry leading end-to-end service experience
• Driving the performance of operational teams to support in-life service delivery to customer
• Drive continuous service improvement and service development
• Increasing customer satisfaction and Net Promotor Scores (NPS)
• Engagement with aligned third party suppliers as appropriate
• Maintain existing Customer revenue and mitigate any churn events
• Maintain close engagement with associated customer sales teams

  Core Competencies, Knowledge and Experience

  Business Expertise

• Customer intimacy: understands the customers business, market environment and challenges
• Ability to confidently discuss Magdalene/Supplier products and services that support customers existing requirements with key customer stakeholders
• Champions Magdalene and supporting partners as brands with the customer and can talk knowledgably about the organization
• Risk identification and management
• Understands how Magdalene and support partners teams work together to deliver solutions

  Leadership

• Capable of deputising for manager as required
• Ability to lead and drive internal/external customer meetings
• Proactively engages stakeholders
• Ability to carry out trend analysis of key data metrics to identify and address service performance issues
• Capable of managing escalation both internally and externally where service has not met expectations
• Embraces a Continual Service Improvement culture
• Understands and participates in wider Service Management or Magdalene activities and programmes

  Communication

• Ability to build positive relationships internally and externally to senior management level
• Practical level of influencing and negotiation skills to drive continual service improvement and resolve issues
• Ability to effectively communicate with key customer and operational support contacts sharing knowledge and best practice

  Technical/Professional qualifications

• ITIL Foundation Certification, ITIL Service Lifecycle qualifications
• Desirable : PRINCE2, Lean, Six Sigma, APM

Why choose us?

We promise development and reward opportunities for those who have the passion, enthusiasm and work ethic to harness them. Our benefits include:

• 25 days annual leave plus bank holidays
• 4% matched pension scheme
• 2 x salary life assurance
• Access to our staff discount portal
• Health Cash Plan
• Cycle to Work scheme
• Employee assistance programme
• Recruitment referral scheme
• Payroll giving
• Enhanced Family Leave

Inclusiveness

As a member of theDisability Confident Schemewe welcome applications from individuals who consider themselves as having a disability or long-term health condition. Please let us know if there are any reasonable adjustments we can make to aid your application and recruitment process.

As a gold award holder under theArmed Forces Employer Recognition Scheme, we are interested to hear from candidates who are currently serving in the military who may wish to transition to a civilian Job. We also welcome applications from Reservists, Cadet Forces Adult Volunteers, ex-forces personnel and military spouses / partners.

ADZN1_UKTJ