Job Description

Are you passionate about great customer service and making a real difference? This role offers an exciting opportunity to drive operational excellence while enhancing customer satisfaction in the delivery of managed IT services and solutions.

In this role, you will be responsible for building and maintaining operational client relationships and improving the delivery of services to maintain client satisfaction and retention. You will promote a collaborative approach to ensure services deliver the desired outcomes for clients.

Celebrating 22 years young, Bespoke Computing Ltd has exciting plans for growth. If you are interested in being a part of that, this role may be for you.

This is a permanent full-time position. You will be based at our Telford office (TF3 3BQ) with the option for hybrid working once your feet are under the table.

There is no deadline for this opportunity as we will be scheduling interviews for the right candidates upon application.

We are looking for:

Proven experience in a similar role (or similar capacity). A thirst for service excellent and providing client delight. High emotional intelligence and situational awareness. A coaching-led leadership style with the ability to manage, develop and motivate teams. Commercial awareness and a proactive mindset for driving change and continual service improvement. Bonus points: demonstrable experience with IT service management, ITIL processes and ISO standards.

Your core duties will include:

Operational Client Delight Management

: to own, manage and communicate the operational relationship with clients to ensure they are delighted with the service they receive from us, requirements met, and expectations managed, to ensure long-lasting client relationships. This involves regular engagement with business stakeholders to ensure transparency and buy-in.

Service Management

: Oversee the end-to-end delivery of our IT services, ensuring that they meet established service level agreements (SLAs) and key performance indicators (KPIs). This includes managing our service desk and core ITIL-based processes, and maintaining situational awareness of outstanding issues to keep stakeholders informed on status updates and progress.

Performance Monitoring and Reporting

: to monitor and report on service performance, addressing any deviations or issues promptly. This will include compilation and presentation to clients of reporting information, ad-hoc incident reports and relevant information reports.

Continuous Improvement

: to develop, document and monitor our service delivery processes to enhance efficiency and client delight. These will align to ITIL best practices and driving digital transformation through optimisation and automation.

People Leadership

: providing leadership, guidance, and supervision to our service delivery staff, fostering a strong performance-driven and customer-focused culture in line with our company values.

And in return, you'll receive:

A salary between 40,000 and 55,000 depending on experience. 31 days (incl banks) holiday increasing to 36 days for time served. Enhanced pension contributions for length of service. Enhanced sick pay policy Ongoing training and development. Fun & shenanigans with our company social committee.
Job Types: Full-time, Permanent

Pay: 40,000.00-55,000.00 per year

Benefits:

Additional leave Company pension Free parking Sick pay Work from home
Licence/Certification:

Driving Licence (preferred)
Work Location: In person