Job Description

Job Title - Service Manager

Reporting To - Senior Service Manager

Role Purpose

Manage the end-to-end service offering of allocated clients to ensure customer satisfaction has been achieved. A hands-on approach from stock management to financial, escalation ownership. Generation of both simple & complex quotations for existing clients On-boarding new customers from receiving handover information from sales specialist and project managing (owning) service implementation, ensuring that the client is aware that you are responsible for the operation of this service and any issues arising. Full responsibility & accountability for ensuring the service is delivered to the client as per the agreement and proactively ensuring all KPIs/SLAs are achieved or exceeded and taking corrective action accordingly. Conducting regular recorded service review meetings, including the preparation and presentation of current performance Primary point of contact for issue resolution (escalation) Take responsibility for contract profitability to agreed levels. Reviewing fee management reporting, monthly CPR. With the vision that all customers should be at 30% + margin. Invoice preparation & approval prior to finalisation Receive and action service requests from client. Ensuring client reporting is in line with sow requirements. Responsibility for total Stock holding for all allocated accounts, ensuring that stock is managed inline with customer expectations and that stock is within reasonable timelines whilst in each area of the business. Maintain SAF Document to ensure information is up to date, this is a key business instrument to measure specific areas. This includes maintaining sow, RPI, forecast for next three months, converting customers to mydata, detailing why a clients margin is low. Manage the workload of your allocated Service Support Coordinator to ensure we prioritise the right tasks and that we meet clients' expectations/deadlines. Within allocated clients, manage and implement changes to service with SOW/CCN management. Develop current business streams whilst working with Sales Specialist on new complex business opportunities.

Performance Indicators

Achieves goals set in annual employee performance review. (Employee Performance Review) Allocated customers delivering agreed Margin. (Profitability Report) Customer satisfaction with little or no involvement from Senior Service Manager or Service Delivery Manager. (Customer Satisfaction Status) All aspects of Service Management for your allocation customers managed accordingly (sow/rpi/rev/margin/trends/forecast/opportunities) (Service Allocation Forecast Spreadsheet)

Knowledge, Skills & Experience

Knowledge of ITAD industry (preferred but not essential) Ability to multitask a wide range of tasks over many customers (Essential) An organised approach to ensure all tasks required are completed in a timely manner. (Essential) Capable of working on various I.T platforms with Excel skills (Essential) Experience/Confidence in dealing with customers and managing queries and escalations in a professional and polite manner (Essential) A team player with the ability to work with others to achieve the end goal (Essential) Keen eye for detail in particular ensuring correct fees and data is correct (Essential) Experience in System Stock Management (preferred but not essential)

Putting Customers First

Develops, proposes and implements new ideas, creating standards and solutions to enhance customers satisfaction Take responsibility and solves complex issues to the satisfaction of the customer Identifies areas of improvement outside of direct accountability and takes responsibility for those improvements and outcomes Makes timely decisions despite resistance and/or uncertainty

Being Straightforward

Influences others by presenting compellingly to internal and/or external groups Adapts own approach to deal with difficult conversations and challenges Translates and communicates complex information in a way that enables people to understand it Pro-actively identifies subtle themes in complex info and provides solutions Makes timely decisions, even when situations are unclear and information is scarce or unavailable

Keeping Promises

Takes personal ownership and responsibility for business results and execution Creates an atmosphere that motivates and gains commitment from individuals and key influencers Delegates responsibility to individuals making them accountable for successful execution

Understanding People Matter

Encourages others to take responsibility for generating positive working relationships Shares own network with others to assist them in completing a task or solve a problem Influences key decision makers to achieve substantial objectives

Considering The Long Term

Develops and implements business plans that support the achievement of the strategic objectives Considers the long term consequences and impact on the business when proposing something new Motivates and leads others to implement change and discuss new ideas in own business area

Inspiring Success

Role models and encourages others to drive their own personal development Manages people, processes and activities to operate efficiently Celebrates successes by recognising and rewarding individual and team achievements * Promotes a win-win mentality