Service Manager

Job Category:
Job Type:
Level of IT Experience:
1-5 Years
€40,000 to €50,000 per annum
Salary Description:
Job Ref:

Department Information
The service management team are responsible for the ongoing management of the service and the relationship with the costumer after the system is live. The service manager is responsible for transition of the service from development to live, and the ongoing co-ordination of the various services, often by a number of different technical teams and third-party service providers. The team are based across various locations across Ireland and UK

Role Summary
We require a Service Manager to take responsibility for delivery of a high quality service to a number of our key accounts. Our clients tend to have customised or product based software solutions either with infrastructure and hosting services or on premise implementations. We provide software solutions and infrastructure support and maintenance, hosting and managed business processing services to these customers plus ongoing solution development.
You will be the key representative for your customers and will co-ordinate the various services being provided, and are responsible for ensuring excellent levels of service. You will work closely with client Account managers to identify opportunities for service expansion or provision of new services.

Core Duties/Responsibilities
• The successful candidate will be responsible for the following:
• Create and Agree Service Level Agreements and ensure performance is managed against these agreements in line with ITIL based quality procedures
• Manage back-to-back contracts and service levels with third-party service provider organisations
• Manage and co-ordinate the various service elements, often across disparate teams, both internally and externally
• Identify and manage any contract risks
• Monitor call handling system and ensure support and service calls are being dealt with appropriately
• Liaise with support and technical team members to ensure a high level of service is provided
• Provide Service Performance Reports to clients and conduct service review meetings as required
• Represent Equiniti at Senior Management Meetings with Clients
• Manage Change Requests from clients, ensuring they are responded to promptly
• Liaise with development or technical team leaders in the costing and implementation of change controls
• Communicate up and down the team structure
• Seek out opportunities for improvements to the service management processes and quality improvements for the services provided
• Assist with pre-sales activities relating to service management for new customers including tender response preparation and customer presentations

Skills, Knowledge & Experience
The successful candidate will demonstrate the following experience, skills and behaviours:

• Educated to Degree Level in an IT or business related discipline
• ITIL Service Management Certification
• Previous experience of providing customer support services or equivalent experience of customer facing technical
• services
• Must be well organised and have excellent administration skills
• Good commercial awareness
• Ability to prioritise and remain calm under pressure
• Communicate clearly and effectively
• Ability to use own initiative
• A progressive approach to change and improvement
• Ability to think logically and solve problems effectively
• Have a 'can do' attitude

To apply for the Service Manager role please contact Ian Donnelly on 01 662 1000.

Contact Details:
Tel: 01-662 1000
Fax: 01-662-3900
Contact: Ian Donnelly

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