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Senior Service Manager (m/f/d) fixed-term (18 months)

  • Gloucester (GB)
  • Fulltime
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Join us at Thinkproject and Make your Intelligence an Asset. We are a multi-national, enthusiastic group who are passionate about bringing digital and sustainable software to the architecture, engineering, construction and operations sectors. You can expect a culture of openness, respect and inclusivity where every team member is given a chance to flourish in a fast-paced and rewarding environment. If you are motivated by change and challenges, then we are waiting to hear from you!

We are looking for an experienced Senior Service Manager (m/f/d) who can take a leadership role in defining our approach to service management as well as a direct and hands on role in managing a number of high-profile services.
You will be working alongside colleagues from Product Management, Engineering, Operations, Sales and Support to ensure that we meet and exceed our customers' expectations regarding the delivery of mission critical services.

This is an opportunity for someone to actively shape the Service Management function based on their experience in other organisation, specifically B2C or B2B2C Enterprise Software.
You should have a pragmatic style and approach to service delivery today while being able to define a future state for our organisation that would encompass people (skills, scale), processes (ITIL based) and technology (where appropriate).
 

Engage, empower & learn | Your tasks

  • Definition and then delivery of a Monthly service reporting for our key critical solutions and products
  • Regular engagement with Product Management and Engineering to review service delivery, identifying areas for improvement and tracking these through to completion
  • Working alongside Sales and Services colleagues to deliver monthly reports to customers. This would include issue follow up, attending client service meetings, and communicating service information to the customer
  • Tracking and reporting performance against defined Service Level Agreements
  • Acting as the single point of contact for Technology for the service, including acting as incident manager for the services you are responsible for
  • Working alongside colleagues in Technology Operations and Engineering to define and then deliver a standard set of KPI's for each solution or product
  • A standard service level document that can be used across the organisation

Open-minded, committed & versatile | Your profile

  • 10+ years in Service Management, specifically in delivering services to Enterprise customers
  • Detailed understanding of the ITIL framework, with evidence of pragmatically implementing ITIL elements that delivered business value
  • Excellent communication skills - both written and verbal, and experience of presenting to senior customer audiences
  • Track record of supporting organizations in maturing their ITIL processes

Trustworthy, professional, honest | What we offer

Choose Thinkproject – build a strong career and build a better world. Take your place at the forefront of an industry poised for transformation, learn from experts and collaborate with smart and supportive colleagues, partners and customers. Join our team and open up a host of opportunities, from locations to positions. We understand the importance of empowering our staff and always encourage you on your career journey, wherever that may take you!

Your contact:

Nigel Walsh | T +44 (0) 1452 547140

Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.

Working at thinkproject.com - Make your intelligence our asset.