ITIL Service manager Retail
Location: Kidderminster, England
Description: Hays is currently seeking to employ ITIL Service manager Retail right now, this career will be ordered in England. Further informations about this career opportunity please read the description below. ITIL Service Manager
Our Client is a leading management consultancy working within a Managed Service capacity for major retail organisations and is looking to appoint a very stro! ng service manager ITIL with great retail experience from a Cap Gemini, Fujitsu, Torex , Micros , Retail type background.
ITIL Service Managers are responsible for the successful provision of the contracted support/maintenance services provided to our customers and ensure that all of the proactive service elements are delivered.
Throughout the life of the service contract, the Service Manager will work with the Account Team and Client Service delivery organisation to ensure the customer receives a high-quality service, to help identify new opportunities and maximise the profitability of the service. The Service Manager will provide support to the project team in terms of transition of projects and solutions to support.
The service manager will also provide support to the Business Director in the commercial management of the service provision â€" e.g. budgeting, purchase order management, financial control and billing.
Key Job Responsibili! ties
The Service Manager will:
Be accounta! ble for the day to day provision of service to the customer and an initial point of escalation for any concerns.
Participate in the out of hours and weekend on call escalation rota (out of hours work will therefore be expected)
Have the ability to be seen to work very closely with the client, but without putting at risk any commercial or contractual elements from the consultancies perspective.
Complete weekly service reporting and reviews with the customer
Complete weekly problem management reviews with internal teams, drive problem management effectively
Ensure that the Problem Management process is adhered to
Manage the key operational relationships with the customer
Manage the key internal operational relationships
Complete weekly supplier reviews with critical 3rd parties for overall service delivery
Manage the delivery of the service creating positive customer satisfaction
Carry out Major Incident Management â€" includi! ng provision of reports & driving through of actions.
Achieve the service goals set out in the contract schedule(s) or Service Agreement
Provide the following Continual Service Improvement reporting: -
Major Incident Analysis
Trend Analysis
Root Cause Analysis
Product Performance
Predictive Activities and Recommendations
Work with the Senior Service Manager, customer and internal teams to deliver a Service Improvement Plan as and when required
Own and Manage the Change Management process provided to the customer
Support the Project Manager in ensuring that projects are delivered to a high standard
- Ensure that the Service Desks are capable of supporting solutions according to project timeline
- Perform readiness assessment report for all new solutions being received into the Managed Service Desk
- Perform risk assessment for all services being delivered or planned to be delivered
- Manage a proc! ess of service reporting and trend analysis to ensure continuous improv! ement in quality and cost of service delivery
- Work with the customer and support the Rollout/Project Manager on IMACS, New Store and New Territory initiatives
- Highlight areas of poor product or customer business performance and make internal and external recommendations to resolve as appropriate
- Ensure root cause analysis is performed for endemic or serious incidents
- Work with Project Manager and the customer to identify and manage dependencies with other sub projects
Proven Service Management track record within a retail or retail ‘type’ environment (hospitality/retail banking as examples)
Good leader with exceptional customer and supplier relationship skills, able to quickly build and maintain rapport at the most senior levels both externally and internally.
Commercial awareness â€" experienced in financial administration/control of service contracts
Qualifications:
ITIL Foun! dation accreditation (minimum)
ITIL accreditation (advantageous)
Experience:
Previous service management experience in a retail specific environment â€" software or managed services
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If you were eligible to this career, please send us your resume, with salary requirements and a resume to Hays.
Interested on this career, just click on the Apply button, you will be redirected to the official website
This career starts available on: Tue, 10 Sep 2013 17:03:54 GMT
Apply ITIL Service manager Retail Here
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