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A market leading global supplier of communication and information systems for control centres with safety- critical tasks. The listed family-run company develops and markets its "control centre solutions" the Public Safety & Transport segment (police, fire brigades, emergency rescue services) as well as the Maritime domain.
The role of the Lead Service Manager, is all about providing exceptional support to UK based customers, and your team are responsible for supporting their customers continuously to ensure high levels of customer satisfaction levels together with ensuring the technical stability of our systems. You will work closely with the Service, Project and Engineering teams both in the UK and in our Headquarters.
Day-to-day duties
- Leading & owning successful UK PS & Mar Service delivery, reporting to the UK Head of PS, manage day to day ensuring customer expectations and SLA's are achieved and exceeded, and we grow with each of our customers.
- Developing the PS & Mar Service function strategy based on the overall UK PS/ Mar strategy, ensuring that the Service team understands and implements the strategy.
- Identifying, assessing and managing risks and opportunities to benefit the entire UK PS & Mar Business
- Ensures team delivers Service according to established standards, processes and quality guidelines
- Planning and forecasting of resources with planned and actuals data to reflect performance of accounts and service provision.
- Overall Leadership responsibility for the Service team - ensuring the Service Team (CSM's & Service Engineers) are a high performing team by developing a whole team culture, understanding each individual, how to unlock their potential and grow each individual.
- In alignment with the Head of UK PS, set annual goals for the team and direct reports.
Your Experience
- Strong Service Delivery background within an enterprise environment.
- Demonstrable successful team leadership experience
- Commercial & technical know-how in the service sector.
- Business planning & forecasting
- Experience of standing up a service offering
- Experience of working within an ITIL Service Organisation.
- ITIL Foundation or higher accreditation .
- Knowledge of current technology including Microsoft operating platforms, virtualisation, cloud-based services, Linux, LAN and WAN (ideal not essential)
For more information on this position, please contact Lewis Dunn at ARM on or email your CV and covering letter .
Disclaimer:
This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
