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Regional Services Manager
- Guildford, Surrey
- £45,000 - £65,000 per annum
- 15 applications
- Job type: Permanent, full-time
- Date:
- Reference: 21221096
Organisation Description
A fantastic opportunity has arisen for a Regional Service Manager to work for the UK & Ireland Business Services team of an extremely profitable engineering services provider.
Job Description
The purpose & principle responsibilities of the position:
• Accountable for the delivery of IS Services to the region - including desktop, telephony, network and service desk provision to the region with responsibility for the end-to-end service delivery model and a ‘hands-on’ approach to problem resolution;
• Accountable for IS Service Management within the region to include management escalations, user advocacy and communications, service evolution, continual improvement and major incident management;
• Accountable for ensuring that the end-to-end delivery of IS services whether provided internally or by vendors, meets the service level agreements/expectations of the business in the Region;
• Responsible for ensuring strategic alignment of the infrastructure environment and the pipeline of projects with the growth plans;
• Represent the service management views and requirements of the UK & Ireland Business Services team within globally led process and change initiatives;
• Responsible for driving continuous improvement of service;
• Working with the global organisations in developing and implementing infrastructure expansion strategies in response to growth agendas and the development of processes and procedures to improve the IS delivery within the region and globally;
• Using metrics including dashboards, scorecards, customer satisfaction surveys, Incident Monitoring tool etc focus on service improvement areas/root causes/trending;
• Accountable for the development and maintenance of a series of supplier management service reviews for local and global supplier deliveries into the region, measuring service and driving a behaviour of continual service improvement;
• Responsible for the promotion of a customer centric model within the region for dealing with service in general and, in particular – issues within the region;
• Ensure there is service continuity and DR processes in place for critical services provided to the business;
Person Specification
Required qualifications/skills/experience:
• Excellent problem determination and solving skills with a strong ability to consider the wider picture
• Ability to operate in a complex Regional and Global environment
• Wide understanding of various IS technologies and a strong knowledge of applications provided to the business
• Strong inter-personal skills and the ability to operate and communicate credibly with all levels of employees
• Proven track record of working with and influencing the business and IS
• Educated to degree standard (preferred)
• Significant experience in Service Management
• ITIL Expert Certification in IT Service Management (v3) preferred (V2 Managers Certificate also of interest)
• Experience working with outsource service providers and vendors (offshore experience an advantage)
• Experience in Customer Service or Service Management area
•Willingness to travel is a requirement of the role, both within the UK & Ireland, and infrequently internationally.
Reed Specialist Recruitment Limited is an employment agency and employment business
A fantastic opportunity has arisen for a Regional Service Manager to work for the UK & Ireland Business Services team of an extremely profitable engineering services provider.
Job Description
The purpose & principle responsibilities of the position:
• Accountable for the delivery of IS Services to the region - including desktop, telephony, network and service desk provision to the region with responsibility for the end-to-end service delivery model and a ‘hands-on’ approach to problem resolution;
• Accountable for IS Service Management within the region to include management escalations, user advocacy and communications, service evolution, continual improvement and major incident management;
• Accountable for ensuring that the end-to-end delivery of IS services whether provided internally or by vendors, meets the service level agreements/expectations of the business in the Region;
• Responsible for ensuring strategic alignment of the infrastructure environment and the pipeline of projects with the growth plans;
• Represent the service management views and requirements of the UK & Ireland Business Services team within globally led process and change initiatives;
• Responsible for driving continuous improvement of service;
• Working with the global organisations in developing and implementing infrastructure expansion strategies in response to growth agendas and the development of processes and procedures to improve the IS delivery within the region and globally;
• Using metrics including dashboards, scorecards, customer satisfaction surveys, Incident Monitoring tool etc focus on service improvement areas/root causes/trending;
• Accountable for the development and maintenance of a series of supplier management service reviews for local and global supplier deliveries into the region, measuring service and driving a behaviour of continual service improvement;
• Responsible for the promotion of a customer centric model within the region for dealing with service in general and, in particular – issues within the region;
• Ensure there is service continuity and DR processes in place for critical services provided to the business;
Person Specification
Required qualifications/skills/experience:
• Excellent problem determination and solving skills with a strong ability to consider the wider picture
• Ability to operate in a complex Regional and Global environment
• Wide understanding of various IS technologies and a strong knowledge of applications provided to the business
• Strong inter-personal skills and the ability to operate and communicate credibly with all levels of employees
• Proven track record of working with and influencing the business and IS
• Educated to degree standard (preferred)
• Significant experience in Service Management
• ITIL Expert Certification in IT Service Management (v3) preferred (V2 Managers Certificate also of interest)
• Experience working with outsource service providers and vendors (offshore experience an advantage)
• Experience in Customer Service or Service Management area
•Willingness to travel is a requirement of the role, both within the UK & Ireland, and infrequently internationally.
Reed Specialist Recruitment Limited is an employment agency and employment business
