Service Engineer

Location: London
Specialisation: Information Technology
Salary: £65000.00 - £70000 per annum
Reference: BBBH4020_1658317285
Contact: Bruce Simpson
Email: email Bruce
Service Manager


Are you skilled with customer liaison, influencing colleagues and improving processes? Do you have a technology background? If so, a Service Manager could very well be your next career move. Supporting a range of SME clients, you would be responsible for ensuring that the service provided both meets our high standards and the clients' expectations. It's role which requires a broad range of skills and every day brings a new challenge.

What makes us who we are?

Our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience!

Service Centric- We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.

United- We succeed as a team, pulling together to achieve our goals. We understand and respect others' views and perspectives. We communicate openly with each other, sharing, challenging and supporting.

High Standards - We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.

We are Agile…in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.

And what about you?

We're looking for someone with a bit of spark, who will have credibility with clients and colleagues alike.

You'll be degree-educated with previous experience of clients, people and process within a Managed Service Provider. Ideally you'll have had direct service management or delivery experience or alternatively, you'll have done the components of the role and be looking to apply the skills and experience in a new way. You will have strong ITIL knowledge and be qualified to at least foundation level.

You'll be super-organised, a strong, collaborative influencer with a commercial mindset. You'll also be proactive, with excellent communicator and able to operate equally at strategic and operational levels.

Does that sound like you? Great! Keep reading for the detail about the role; we'd love to hear from you

What does the role involve?

Customer Advocacy:
Meet and communicate regularly with customers to review service delivery performance, pre-empt potential issues and ensure customer satisfaction.

Act as the client advocate on operational and service management matters.

Ensure that client communication and resolution of any urgent issues, or high priority client escalations, is handled in line with the companies values whilst keeping the Account Manager and leadership team informed appropriately.

Service Standards:
Consistently deliver, and the customer consistently receives the contracted service and support, meeting SLA's.

Lead client interaction on service-related presentations, meetings, and escalations, orchestrate actions to address any issues in a timely manner, to the customer's satisfaction.

Work with any 3rd parties involved in service delivery to ensure that are delivering as expected/contracted.

Build, maintain and manage service schedules, processes, and reporting for the agreed clients.