Service Manager
This is a , Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
A Service Manager within the Customer Success Unit is responsible for our tier 4 customers. They will be the main point of contact from a service perspective, ensuring a smooth transition into service and driving collaboration and partnership from the offset. They will be the point of escalation and the champion of the customers’ voice within ANS.
Roles and responsibilities...
- Consistently focused on brilliant basics that drive great outcomes
- Relationship management of assigned Tier 3 accounts
- To conduct periodic Service Management Reviews (SMRs) with assigned accounts
- To track and report on Service Management Reviews (SMRs) meeting dates
- To act as the primary contact point for escalations (VOCs)
- Management of major incident communications to customers
- To establish and maintain a “partnering” approach for assigned accounts
- To identify new opportunities for improved services and ANS upsell within accounts
- Drive continuous service improvement for assigned accounts
- Liaise with ANS’ delivery teams on behalf of the customer were needed (non-technical issues)
- Ensure ITIL best practice is maintained
- Responsible for escalating unresolved issues to Service Management senior team
- To engage with ANS’ sales and Professional Services teams (were needed) for new opportunities whilst maintaining ownership of the customer relationship
- Work in parallel with Professional Services/Launch for the on-boarding and transition of customers into BAU
- Accountable for ensuring root cause analysis is provided for all major incidents for assigned accounts within contractual SLA
- A deep understanding of customers' emotions and needs, responding with compassion and empathy in addressing concerns
- Driving OFI’s in relation to ongoing challenges
- Responsible for ensuring all contractual SLA’s are adhered to and working with ANS Service Desk Leadership Team to improve service
Skills and experience required...
- Proven experience in Service Management and ITIL processes
- Excellent communication, interpersonal, and stakeholder management skills.
- A focus on continuous improvement
- Knowledge of the ANS customer journey
- Proactive attitude to set the standard of what good looks like across the team
- Eye for detail to drive continual process improvement
Why work for ANS?
At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.
We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.
What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.
Company benefits
- As standard: 25 days’ holiday, plus you can buy up to 5 more days
- A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
- Private health insurance
- Pension contribution match and 4 x life assurance
- Flexible working and work from anywhere for up to 30 days per year (some exceptions)
- Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
- Company social events – get ready for a jam-packed calendar
- Electric car scheme
- 12 days of personal growth development time
ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.
The Benefits
The Benefits
Work from anywhere
Private Medical
Pension Scheme
Life Assurance
Volunteer Days
Electric Vehicle Scheme
Personal Development Days
Ride to Work Scheme
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