Lead Service Manager

Advanced Resource Managers; Twickenham; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Lead Service Manager to provide exceptional support to UK-based customers in the Defence, Space & Public Safety sectors. This role is pivotal in ensuring high customer satisfaction and technical stability of systems. You will lead a high-performing team, develop service delivery strategies, and manage risks and opportunities to enhance the business. Join a dynamic environment where your leadership and service delivery expertise will make a significant impact on critical communication and information systems. If you are passionate about customer service and technology, this opportunity is perfect for you.

Qualifications

• Strong Service Delivery background within an enterprise environment.
• Demonstrable successful team leadership experience.

Responsibilities

• Leading successful UK PS & Mar Service delivery and managing customer expectations.
• Developing the Service function strategy and ensuring team alignment.

Skills

Service Delivery

Team Leadership

Commercial Knowledge

Business Planning

ITIL Knowledge

Education

ITIL Foundation or higher accreditation

Tools

Microsoft Operating Platforms

Virtualisation

Cloud-based Services

Linux

LAN and WAN

Job description

Direct message the job poster from Advanced Resource Managers

Principal Recruiter within Defence, Space & Public Safety

We are working with a market leading global supplier of communication and information systems for control centres with safety-critical tasks. The listed family-run company develops and markets its control centre solutions, in the Public Safety & Transport segment (police, fire brigades, emergency rescue services) as well as the Maritime domain.

The role of the Lead Service Manager is all about providing exceptional support to UK-based customers, and your team is responsible for supporting their customers continuously to ensure high levels of customer satisfaction, together with ensuring the technical stability of their systems. You will work closely with the Service, Project and Engineering teams both in the UK and in the international Headquarters.

Key Responsibilities

• Leading & owning successful UK PS & Mar Service delivery, reporting to the UK Head of PS, manage day to day ensuring customer expectations and SLA’s are achieved and exceeded, and we grow with each of their customers.
• Developing the PS & Mar Service function strategy based on the overall UK PS/ Mar strategy, ensuring that the Service team understands and implements the strategy.
• Identifying, assessing and managing risks and opportunities to benefit the entire UK PS & Mar Business.
• Ensures team delivers Service according to established standards, processes and quality guidelines.
• Planning and forecasting of resources with planned and actuals data to reflect performance of accounts and service provision.
• Overall Leadership responsibility for the Service team - ensuring the Service Team (CSM’s & Service Engineers) are a high-performing team by developing a whole team culture, understanding each individual, how to unlock their potential, and grow each individual.
• In alignment with the Head of UK PS, set annual goals for the team and direct reports.

Your Experience

• Strong Service Delivery background within an enterprise environment.
• Demonstrable successful team leadership experience.
• Commercial & technical know-how in the service sector.
• Business planning & forecasting.
• Experience of standing up a service offering.
• Experience of working within an ITIL Service Organisation.
• ITIL Foundation or higher accreditation.
• Knowledge of current technology including Microsoft operating platforms, virtualisation, cloud-based services, Linux, LAN and WAN (ideal not essential).

For more information on this position, please contact Lewis Dunn at ARM on 02392 228237 or email your CV and covering letter.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Engineering and Customer Service

Industries

• Public Safety, Law Enforcement, and IT System Operations and Maintenance