Service Manager

  • Location

    Milton Keynes, Buckinghamshire

  • Sector:

    IT

  • Job type:

    Contract

  • Salary:

    £400 - £450 per day

  • Contact:

    Mike Tripp

  • Contact email:

    mike.tripp@experis.co.uk

  • Job ref:

    BBBH102068_1558456159

  • Published:

    4 months ago

  • Duration:

    6 Months

  • Expiry date:

    2019-06-20

Service Manager to be based in Milton Keynes on a 6 Month contract. Experienced Service Manager needed to insure third party IT service providers deliver a first class service to Client and ultimately our customers.

Job Title - Service Manager

Location - Milton Keynes

Rate - 450 per day

Duration - 6 Months


PRIMARY PURPOSE OF THE JOB

Reporting to the AMS Manager, the purpose of the Service Manager is to insure third party IT service providers deliver a first class service to Client and ultimately our customers.


The role is responsible for overseeing successful delivery of SLAs with suppliers, ensuring the service received is fit for purpose and in accordance with our expectations, whilst ensuring compliance with relevant regulatory requirements and guidance.


The role will work with suppliers through the whole lifecycle, including on-boarding and integration to Client, maintaining service performance, performance managing and ultimately termination and reviewing the services we receive from our third party providers with a view to improving the customer proposition, efficiency and cost savings.


The Service Manager will also be responsible for insuring that the correct internal service levels are being met between Client Bank and Client.



MAIN RESPONSIBILITIES

  • Ensure that service levels and performance metrics are met.
  • Closely monitor and manage supplier performance, addressing any issues that arise and conduct regular engagement at a variety of levels with suppliers.
  • Support IT Supplier management team, Legal and Client Procurement with the identification of potential suppliers, the tender process and selection.
  • On-board new suppliers into the business to ensure a seamless service for customers.
  • Develop controls and procedures for third party supplier arrangements, delivering both an efficient and compliant process.
  • Act as an escalation point for customer queries, ensuring that supplier underperformance issues are dealt with in a timely manner,
  • Attend key customer meetings acting as a technical expert to understand future customer requirements and needs and implement plans to deliver against these needs.
  • Regularly visit suppliers to conduct reviews to build relationships, passing on feedback from Client and our customers.
  • Build strong and resilient business relationships with key stakeholders and influencers in all UK making maximum use of scale, reputation and best practice with a view to optimising the value of the commercial offering.
  • Maintain excellent working relationships with IT suppliers/partners.
  • Ensure that all agreed commercial terms are reflected in the customer proposition and that the appropriate systems, policies and procedures are in place to recover support terms in an efficient and effective manner from the supplier.
  • Work with suppliers and internal customers to define the application/service roadmap with regards to Client and Client Bank
  • Manage financial costs coming into IT Services
  • Manage service provided by Client to Client Bank including management of the statement of account and the provision of resource


Candidates should submit CVs in the first instance. Mike Tripp 0161 924 3631