Customer Service Manager - Public Safety

Here at ARM we are currently partnered with a market leading Public Safety organisation based in Twickenham who are currently recruiting for a Customer Service Manager to support the Customer Service Engineers ensuring the highest levels of customer support on a technical basis. In the role you will be responsible for managing the day to day service operations and ensure services, customer expectations and delivery are achieved and exceeded.

Your day-to-day duties include:

• Own and fully understand the Service definitions and SLA definitions. Ensure that Service processes deliver to contractual requirements.
• Be first escalation point of contact for the customer base around all aspects of their service, including during major or Service impacting Incidents.
• Enable achievement of maximum Customer Service satisfaction levels and SLA's via measuring, tracking and reporting, including Continuous Service Improvement activity.
• Manage Change Requests through to successful delivery.
• Accountable for the technical stability/functionality of the designated systems.
• Organising and coordinating the service team.
• Escalating operative, technical or financial issues as relevant.
• Calculating, estimating and planning service projects and their allocated budget and resources.
• Responsible for driving the Service Review meetings as required, discussing service performance, working with all stakeholders to deliver satisfaction and improvement in conjunction with service stakeholders, ensures that all Service documentation/material is maintained and updated and relevant reporting.

Skills and Experience Required:

• Strong Service Delivery, Helpdesk or Service Desk support management background within an enterprise environment.
• Commercial/technical know-how in the service sector.
• Experience of working within an ITIL Service Organisation.
• ITIL Foundation or higher accreditation.
• Good knowledge of current technology including Microsoft operating platforms, virtualisation, cloud-based services, Linux, LAN and WAN.
• Customer & Service focussed, with a desire for responsibility.
• Able to build and sustain relationships quickly and have a positive impact.
• Solutions focussed on how you think and act.
• Organised & able to balance multiple priorities across multiple customers.