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Service Improvement Mgr

Service Improvement Mgr

Posted 9 April by Questor Resourcing Easy Apply Ended

To £50k + bonus potential + good benefits package

Service Improvment Mgr

This client is a market leading software company proving business software environments to customers around the world. Continued success has created this new position within easy reach of Swindon, Newbury and south Oxon. Your department assists customers with queries and problems relating to application software post implementation as well as support of provided network and hosting infrastructure the department also provides customers with a wide variety of other services including the installation of new software and customer training.

Main duties and responsibilities include:

  • Proactively analysing incident data with the view of implementing call reduction strategies
  • Monitor and manage customer service delivery focusing on kpi achievement and call reduction.
  • Building self-help capabilities through knowledge management and product improvement to stop incidents being logged in the first place.
  • Consistently look for areas and processes that can be improved from a quality, efficiency and appropriate cost perspective
  • Pro-actively analysing the work undertaken by support and identifying ways in which repetitive calls can be reduced or eliminated
  • Implement and manage service improvement initiatives
  • Identify revenue opportunities through analysis of support calls for additional training and consultancy for customers

Essential experience

  • Itil, service management qualifications and experience
  • Strong customer focus - ability to operate at prime customer contact level
  • Strong communication skills - able to communicate effectively on technical and business issues
  • Experience building knowledge management articles
  • Analytical skills and experience analysing incident data
  • Experience in a service delivery role

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Questor is acting as an employment agency in relation to this advert. Due to the effectiveness of online advertising and the response levels that it can generate it is often impossible for us to respond to every applicant. As a professional company we gladly welcome applications from persons of any age and background and do not intend to discriminate with advert text and terminology.

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Required skills

  • Itil, service management qualifications and experience
  • Strong customer focus – ability to operate at prime customer contact l
  • building knowledge management articles analysing incident data
  • Monitor/manage customer service delivery focusing kpi achievement
  • call reduction

Reference: 34860147

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