Senior Service Manager

Senior Service Manager with Smart DCC London or Manchester Competitive Salary plus benefits Role The DCC is seeking a passionate, highly skilled and solution-orientated Senior Service Manager for an exciting opportunity to work within a talented and dynamic team. This exciting senior role is for someone who thrives in a highly dynamic, technical, and challenging environment. Serve as the primary relationship owner for an assigned group of top tier service user accounts with responsibility for managing and strengthening customer relationships through proactive customer management. Ensure we drive maximum customer value from out services by developing and implementing service improvement reviews/plans that meets the demands of its Users and reflects the business requirements of the Smart Energy Code (SEC) and Retail Energy Code (REC) Prepare and deliver effective client presentations, including weekly and monthly account status, results and plans to internal stakeholders. Regularly evaluating quality of content being presented to customers. Identify new service improvement opportunities by partnering with wider DCC teams to aid in increasing customer satisfaction, advocacy and driving down cost for both industry and the end consumers. Drive a deep understanding of your customers individual experiences/needs to head off potential risks before they become issues. As a Senior Service Manager, you will have to operate at a level that provides and drives a strategic view across this complex landscape combined with the determination to absorb a significant amount of information to ensure high quality service delivery and improvement of customer service is achieved. You will have a good appreciation of the technical aspects of the infrastructure, and where appropriate constructively challenge industry, suppliers and DCC Colleagues on service implications, considering both commercial and financial consequences/constraints. You will have senior experience of IT Account Management best practice from a comparable environment; it would be advantageous to have gained this experience within the energy sector. What will you be doing? ·      Manage multiple accounts; develop positive working relationships with all customer touch points ·      You may have line management responsibility, managing up to 6 Service Managers ·      Drive excellent customer relationship management and advocacy. ·      Work closely with the Data and Core Operations teams to determine root causes for customer success or failure and drive proactive requirements for service enhancement and development as needed ·      Partner and influence internal cross-functional teams to understand customer goals and key performance metrics and identify opportunities on how you can exceed them ·      Drive improvements against known customer issues, ensuring the right stakeholders are held to account to deliver go to green plans ·      Leverage technical tools and quantitative data ·      Proactively plan and prepare for engagements with customers through analysis, industry insights and reporting ·      Lead industry change through robust planning and thought leadership ·      Manage customer activity with CRM tools (where applicable) for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues ·      Provide input on service process and customer experience improvements ·      Focus on ensuring we maintain superior customer service levels, operational excellence, and strategic insight What are we looking for? Essential:  ·      Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business ·      Experience in managing regulatory relationships and engagements across industry ·      A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables ·      Able to lead change through thought leadership ·      Output driven, holding internal and external stakeholders to account in order to get to the desired outcomes/outputs ·      Proven problem-solving skills, can demonstrate and lead teams through the process of getting to the route cause through to driving mitigations ·      Business acumen, sound decision making, analytical and organizational skills in an ambiguous and technical environment; a consultative approach to managing complex customer relationships ·      Excellent stakeholder management, able to effectively engage and influence a variety of audiences at all levels of a business ·      Ability to prioritize multiple responsibilities, balancing customer deliverables on multiple projects as well as internal obligations ·      Passionate about driving customer excellence and challenging status quo – always thinking of ways to improve/grow relationships with customers ·      Proven ability to challenge difficult customers and constructively confront customer perception and behaviour ·      ITIL Qualification ·      Experience of working in a Senior client-facing environment. ·      Strong self-leadership – able to set a clear and proactive forward looking workplan for themselves and others. In all dealings, role-modelling our core values of Excellence, Partnership, and Ingenuity ·      Strong communication skills – Able to interpret complex technical data into clear and concise tailored communications. Ability to influence and persuade senior stakeholders of a particular position or viewpoint backed up with facts and data where required. ·      Depth of knowledge and strength of character to provide leadership, ensuring positive outcomes are attained in difficult and challenging situations. Desirable:  ·      Previous experience of working in a regulated environment ·&nbs