Projects and Service Manager

IP-People; Manchester; On-site; GBP 65,000 - 90,000; Full time

Job summary

IP-People is seeking an experienced Manager to lead its service delivery, project function and general operations. You will oversee the day-to-day performance of the technical service function, ensuring customers receive a high standard of support while improving processes, structure and performance behind the operation.

The role involves working with the senior leadership team and technical managers across service delivery, service desk, customer satisfaction, resource planning and continuous

Qualifications

• Experience in managing technical operations within a large enterprise or managed service environment.
• Ability to run a busy operation, balance customer expectations, engineer workloads, service performance and commercial priorities.

Responsibilities

• Oversee service delivery and operational performance.
• Direct service desk and technical support operations.
• Drive customer satisfaction, manage escalations.
• Lead and develop teams, assess performance.
• Coordinate resource and capacity planning.
• Define and monitor KPIs, SLAs and operational reporting.
• Manage ITSM/PSA processes and continuous improvement.
• Lead process improvement and automation initiatives.
• Coordinate project and technical resources to support delivery.
• Enhance operational efficiency and service quality.

Job description

Experienced in service delivery and resource management? Excited by data driven insight and change? Want to make an impact in a busy and expanding organisation? If so, please see below...

We’re working with an expanding organisation looking to appoint an experienced Manager to lead and develop its service delivery, project function and general operations.

This is a broad leadership role with responsibility for the day-to-day performance of the technical service function, ensuring customers receive a consistently high standard of support while improving the processes, structure and performance behind the operation.

You’ll work closely with the senior leadership team and technical managers, with responsibility across areas including:

• Service delivery and operational performance
• Service desk and technical support operations
• Customer satisfaction and escalations
• Team leadership and performance management
• Resource and capacity planning
• KPIs, SLAs and operational reporting
• ITSM/PSA processes and continuous improvement
• Process improvement and automation
• Project and technical resource coordination
• Operational efficiency and service quality

We’re particularly interested in speaking with people who have managed technical operations within an enterprise or managed service environment.

You’ll need to understand the realities of running a busy operation, balancing customer expectations, engineer workloads, service performance and commercial priorities.

If this could be of interest, please get in touch.