ICT Service Manager

The Junior Customer Service Manager will help provide excellent customer service and to promote this idea throughout our organisation. The goal is to keep our organization running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

• Providing high quality, up-to-date documentation for all service arrangements.

• Seeking out, establishing and maintaining relationships with operational contacts within each client. • Investigating technical issues. • Accurately recording service times, job costing and invoicing in the Service Department.

• Escalating operational issues to senior management.

• Proactively developing and retaining key customer accounts.

• Maintaining effective control of expenses by regularly examining management accounts and comparisons with budgets.

• Arranging for all outstanding debts to be collected within due time periods set.

• Collecting and analysing data, then using it to plan and manage both projects and systems.

• Taking corrective action where inadequate performance is suspected.

• Assisting in the development of a customer service policy for the company.

• Confirming that contracted payment terms are adhered to.

• Following up on all outstanding issues. Skills and Qualifications

• Ability to work closely with and develop relationships with clients.

• Improving and developing the knowledge & skills of others.

• Highly organized with a positive 'can do' attitude.

• Knowledge of progress monitoring and reporting.

• Ability to organise clerical work, administration, control systems and financial resources.

• Experience of using modern business methods in a practical way.

• Knowledge of recruiting, selecting and appraising staff.

• Building effective and efficient teams.

• qualification in service management or equivalent.

• proven experience in change management.

• proficient in project management software. General Skills (non-technical)

• Disciplined, energetic and results orientated.

• Having a analytical approach to problem solving.

• Can create a environment where colleagues and staff can develop and excel.

• High standards of numeracy and literacy.

• Assertive and confident.

• Exceptional verbal and written communication skills

• Ability to make decisions and be accountable for decisions and actions

• Copes well under pressure and with uncertainty

• Flexible and adaptable in the face of changing priorities or circumstances

• Drives for results Technical Skills

• Second line support (digital products)

• Documenting applications.

• Ticket and issue management: Track and make sure tickets are solved by our suppliers.

• Maintain and support applications.

• Translate requests from our team/customers into solvable tickets.

• Setup and maintain support and servicemanagement processes.

• Verify and improve security and privacy (based on industry standards)

• Improve processes with our suppliers

• Improve internal support processes (e.g. by setting up JIRA for issue management.)

• Some basic knowledge on our technical platform

• MySQL

• JavaScript

• GIT Unity Android

• JIRA/confluence

• Other requirements

• Proactive

• Knowledge of servicemanagement processes.

Experience Required

• Experience in project or service Management

• Experience in service Management (2 years +)