Regional Technical Service Manager

Job Title: Regional Technical Service Manager

Location: Sheffield

Salary: Competitive

Job type: Full Time, Permanent

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview:

TNS has an exciting opportunity an individual to join the TNS providing first class services in the Payments industry.

The candidate will be part of a team providing Regional Technical Service Management in the Payments industry. The candidate will collaborate with both the Business and Operations Departments to ensure that Customer Satisfaction operates at optimal levels. They will ensure effective delivery of customer service/satisfaction by maintaining communications with customers and ensuring performance consistently within Service Levels. They will address customer concerns related to service delivery or support. They will assist with projects, troubleshoot issues, and work with partners and TNS global resources to achieve customer success. The RTSM will support internal customers as well and work closely with other Network Operations teams to ensure continual service improvement in the services we support.

Responsibilities:

• Support all Global Divisions, with the mission of being the main customer advocate representing TNS Operations.
• Work closely with Network Operations team to provide proactive and reactive assistance to a diverse range of issues in order to resolve any underlying service issues.
• Ensure that Incident Management, Change Management and Problem Management procedures are followed consistently within customers SLA's and OLA's.
• Oversee and attend weekly, monthly and quarterly customer service reviews to provide analysis of SLA performance, communicate change management activities and provide incident report briefings as required.
• Support customers to bring their services into production with TNS global NOC/Support teams.
• Actively seeks ideas to improve service to customers and implements change according to their feedback.
• Write customer facing Incident Reports that details the events of the incident, root cause and future prevention actions.
• Work closely with the Service Delivery teams to ensure that the customer is well informed of project progress and delivery milestones.
• Identify and assist with implementation of new and improved operational procedures.
• Be a stakeholder for ensuring Operational Readiness is completed for any new/changed implementations.
• Create and manage both internal/external Service Improvement Plans and drive stakeholders to complete actions on time, escalating where necessary.
• Mediate between customers and Operations, Service Delivery, Sales and Finance to resolve live production, delivery and other service issues.
• Develops and maintains positive working relationships with internal and external customers
• Demonstrates capacity to identify priorities for change.
• Presents complex issues clearly, credibly and effectively.

Personal Skills:

• ITIL certified IT Professional; preferably with experience within a networking or telecom/data communication environment.
• Previously worked in a Payments/Financial Markets or Telecoms related field.
• Sound knowledge of Microsoft Office & Office 365 including Project, Excel, PowerPoint, Teams.
• Excellent verbal and written communication skills.
• Able to effectively manage multiple tasks with exceptional planning and organizational skills.
• Ability to work on own initiative as well as being a Team player.
• Customer champion and business focused.
• Flexible approach to working hours.
• Good analytical and problem-solving skills.
• Experience working in a fast-paced stressful environment.
• Good time management skills.
• Strong and consistent attention to detail.

Desired Skills/Knowledge:

• Extensive industry experience may be accepted in lieu of tertiary qualifications.
• Service Management associated qualifications.
• Project Management Certifications such as Prince2, PMBOK.
• Customer Support and/or Operations background.
• System Experience of Salesforce, Remedy, Workday, SharePoint, MS Office applications, MS Teams.

Qualifications:

• Bachelor's Degree within Computer Science/IT/eCommerce or the equivalent experience.
• Certifications such as ITIL or Six Sigma.

A flexible approach to ensure cover is provided from within the department for holidays and sickness absence, or on occasion during Major Incidents to support customers.

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Please click on the APPLY button to be considered for this role.

Candidates with the experience or relevant job titles of: Operations Manager, Service Delivery Manager, Operations Engineer, Servicing Manager, Technical Manager, Service Team Leader, Technical Service Manager, Technical Manager, Customer Service Manager, Technical Support, Customer Project Manager, may also be considered for this role.