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Service Partner Manager

  • Location: Nottinghamshire
  • Salary: £45000.00 - £55000.00 per annum + Amazing Benefits
  • Job type: Permanent
  • Sector: IT & Information Security


Service Partner Manager

I am currently working with a leading telecommunications organisation based in Ruddington, Nottingham and they are in the market for an ambitious Service Partner Manager. This role is responsible for managing the business as usual relationship with Redbox Recorder key partners and resellers. Supporting in respect of service process and service standards and promote Service Excellence at every point of customer interaction to enhance the customer experience.

Service Partner Management Primary Responsibilities

Perform regular reviews with the Service Partners including operational activity, service performance and KPI monitoring, both from the perspective of the Service Partner and our internally performance and engage with team colleagues, group services and Business Units to manage actions arising from the reviews.

  • Maintain a central database of Service Partner contact including action/service improvement plans, service related documents and End Customer Service Agreements.
  • Assist in new market and new services implementation, supporting preparation of end customer documents, translations and SLAs
  • Acting as the incident escalation focal point for our key partners/customers, identifying and resolving conflict and bottlenecks. Create agreed action plans with named actions & deadlines with accountability for the delivery of that plan.
  • Prepare and communicate new/changes, in Service requirement and service levels both internally and to the Service Partner network.
  • Champion Service Excellence when interacting with internal departments and Service Partners to enhance the customer experience.
  • Accountable for monitoring service KPI's and driving improvement to meet service standards and contractual obligations.
  • Support the implementation of strategic partners, projects and new services by close working with team colleagues and respective Business Units.



Service Partner Manager Core competencies:

  • Multi-year experience in a Service business - Knowledge of ITIL service management processes and practices
  • Excellent communication skills including verbal, presentation, email and social interaction.
  • Ability to communicate in a clear way to service, operational, sales and commercial teams.
  • Experience in Service Partner or Relationship management.
  • Excellent spoken and written English.
  • Demonstrate a thorough knowledge of the end to end process and client requirement.
  • Ability to work productively in a lone working environment and own initiative



Service Partner Manager Skills & Experience

The candidate must be able to demonstrate the following skills;

  • Candidates need to have good understanding on contractual SLAs and strong customer focus skills
  • Candidate should have worked in a high-pressured customer service environment for minimum of 3- 5 years and have a good understanding of ITSM tools and a strong understanding of how these should be utilised to help with the role.
  • National Service Provider experience preferred.
  • Strong administrative and organisation skills.
  • Experience in a senior service role responsible for delivering a valid service
  • Good working knowledge and experience of associated service management tools, techniques and methods within their area Knowledge or awareness of Service Now (or like) Escalation, Problem management and Root Cause analysis techniques
  • Experience of reviewing urgent escalations, developing action plans and communicating necessary improvements appropriately
  • Ability to understand, interpret, prioritise and manage actions as a result of perceived revenue risk
  • Demonstrable experience in working within an operations environment with a clear understanding of the principles of performance management and the ability to handle difficult conversations effectively
  • Ability to balance conflicting feedback and find appropriate resolutions for issues
  • Ability to manage continuous improvement initiatives
  • Appreciation of the technical aspects of the infrastructure and the experience to drive outcomes in high pressure situations.



Service Partner Manager Package Include the following

  • £45,000 - £55,000
  • Paid Overtime as well so the potential earnings could be huge
  • 33 days holiday (25 personal plus bank holidays)
  • Additional Day Off on your birthday
  • Pension (3% employer contribution)
  • 4 x salary Life Assurance
  • Health Cash Back Plan (Company funded)
  • Employee Assistance Programme (Company funded)
  • Childcare Vouchers (Salary Sacrifice)
  • Business Mileage (25p per mile)



Service Partner Manager How to Apply

If this sounds like an opportunity for you, do not hesitate to submit your CV. Due to the excitement of this opportunity there will be a lot of applications and we hope you can understand we are unable to contact every applicant so if you have not heard from us within 14 days please take this as you have been unsuccessful.
Service Partner Manager

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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