Job Description

• Monitor, track, update and Jeopardy manage progress of all open active incidents and Service requests against SLA ensuring optimum KPI performance is achieved.
• Escalate potential breaches of SLA to suppliers and resolver groups following through to conclusion.
• Manage the overall performance of suppliers (internal and external) through execution of performance reporting and peer reviews.
• Accurately record all new items of work in SAP and the Remedy system or any other supporting systems and applications ensuring data quality and integrity is of a high standard.
• Produce regular performance, exception reporting and analysis against trends and items of performance for Incident, Service Request and Provision Order.
• Attend appropriate customer service forums or reviews.

• Write / amend service management processes and working instructions.
• Co-ordinate changes to Remedy and Business Intelligence solutions to support new / changed services and SLAs.
• Co-ordination and escalation of 'aged incidents', working with internal and external supplier teams using management information from Remedy.
• Using scorecards and other MI reports, monitor daily performance against SLAs and KPIs.
• Maintain and action agreed continuous service improvement plans or projects ensuring these are owned, tracked, reported and delivered as required.
• Interface with the Service Transition team as required to support the introduction of new products, services or customers into the Service Desk Teams.
• Escalation when high profile incidents are recorded via the service desk manage the Non Network Incident Management (NNIM) Process.
• Assess completeness and accuracy of data through the lifecycle of the incident and Vet data at the point of case closure.
• Manage allocated items on the Customer Service ‘CSIP' ensuring that it is relevant, progressed in a timely manner and delivered on time.
• Provide regular communication regarding improvement activities, including the CSIP, to the Customer and to the Business.
• Construct and deliver presentations.
• Ensure that the incident and service request management processes are reviewed and updated to support at least PMM level 4.
• Provide management summaries of analysis and propose remedial actions.
• Produce and deliver improvement / action plans.

Required Knowledge, Skills, and Abilities

Educated to ‘A’ Level or standard or higher. Proven ability in communication, both written, verbal and presentational. Service Request, Complaint, Incident and Order Management skills. Experience of working in a Call Centre or Service Centre environment. Proficient in Computer systems including Microsoft Office and Remedy. Experience of working both self-sufficiently and in a team environment delivering customer service to customers on Network, Service, and Product. ITIL V3 Incident Manager Practitioner qualification. The role requires strength in planning, organization, collaboration, communication, negotiation, service delivery, influencing and the ability to deal with difficult customers. Proactive and innovative approach to removing barriers and finding solutions to problems. Strong Analytical skills and disciplined approach to resolving complex issues. Able to challenge and improve processes and procedures. Communication skills: Verbal, Written, Listening, and Questioning. Personal organizational skills. Responsibility, Accountability and Ownership. Effective Planning and prioritizing of own workloads. Confidence in decision making abilities and dealing effectively with unexpected situations, taking advantage of opportunities and overcoming problems. The ability to influence and negotiate with internal and external parties. Customer Focus. An Assertive and Professional communicator that can deal with people collaboratively both face to face and remotely across virtual teams. A self-motivated and enthusiastic individual willing to take responsibility, accountability and ownership.