Job Description

You will work with our IT, Delivery and Engineering teams to manage the Service Level Agreements with our clients.

• Manage all client SLAs and retainers - working with internal teams to do so
• Run the managed services queue, providing the first point of contact for all tickets
• Respond to all incoming tickets within the boundaries of each SLA
• Find and coordinate the appropriate resources for resolving tickets
• Brief resources appropriately
• Respond to client queries on ticket status
• Manage the commercials for SLAs, retainers and small projects where applicable – this includes creating estimates, revenue forecasts and relevant project documentation
• Manage and track SLA usage and reports
• Where applicable for small projects, you will facilitate team ceremonies such as stand-ups, planning, show and tells and retrospectives. Training can be provided for this
• Gain a detailed understanding of the technical platforms and products we use
• Maintain a professional manner in all client communication
• Ensure excellent service is provided to all managed services clients
• Participate in improvement to our ITIL-based framework for best-practice managed services
• Identify risks and mitigate or communicate as necessary

Behaviors

• Friendly and open personality
• Professional
• Team player
• Enthusiastic, committed, keen to learn and develop
• Calm and considered

Required Knowledge, Skills, and Abilities

• Knowledge of the principles of managed services
• Computer-literate and able to use Office 365
• Knowledge of ITSM tools (training on our system will be provided if needed)
• Knowledge of ITIL
• Familiarity with Content Management Systems (CMS) is advantageous but not mandatory
• Excellent attention to detail and a focus on quality
• Excellent organization and time management skills
• Able to manage change/deal with change well
• Ability to manage teams of people, bring people together
• Strong all round communication skills (written and verbal)
• Basic commercial acumen
• Problem-solving skills, analytical