Successful international Learning Platform provider seeks a resourceful and dynamic Services Manager to lead our service, service sales, support and technical teams. The role requires experience of managing a team that can deliver services on time and to budget. The goals of the service manager are:
Drive user adoption of the learning platform in schools (based on numbers of active users)
Raise customer satisfaction
Revenue generation and profitable training, consultancy and delivery operations
Effective support desk management working to tight response times and ITIL Framework
Budget setting and realisation
Representing the UK as part of the Global Service Team
An existing knowledge and understanding of the education sector with experience of the Learning Platform/VLE market would be preferable but not essential. Based in our Central Birmingham offices, but with clients across the country, the role will be both challenging and rewarding. The Services Manager sits on the UK management team and will be expected to provide strong leadership and direction to the UK Services team as well as being heavily involved in the company direction and decision making process.
Main Tasks
Lead an 11 member team that encompasses Support Desk, Consultancy, Delivery, Internal Systems Support and Infrastructure.
Manage the 1st and 2nd Level Support (Service) desk via the Support Manager and support team.
Point of escalation for critical incidents via ticketing system.
Ensure effective communication of any incidents to the customer base
Ensure all activities follow ITIL standards
Develop and Implement new and existing processes to ensure standardisation and quality.
Drive up customer satisfaction and improve service quality.
Continually review and analyse operational service performance and processes and drive improved efficiency, productivity and customer satisfaction.
Make operational decisions based on knowledge, stakeholder expectations, risk and impact analysis.
Develop annual business plans identifying key activities and priorities.
Set, monitor and manage Service department budgets.
Lead the ongoing commitment to quality ISO 270001/2 and ISO 9001.
Identify problems, prioritise areas for improvements and work closely and effectively with relevant teams to find solutions.
Project and Program Management within the team.
Work with the Global Services Team to jointly define and set targets and processes
Compile and submit timely monthly reports to the Managing Director.
Key skills
Service Team Management
People Management - how to get things done
Knowledge and understanding of the education sector. Preferably with experience of the Learning Platform/VLe market.
ITIL experience
Technical competence to support and direct the team.
Customer communication and management.
PC literate with Powerpoint Excel and Word skills.
Relationship management and interpersonal skills.
Communication, influencing and negotiating skills.
Policy development and implementation.
Project and Program management.
Presentation skills.
Research and report writing skills.
Problem solving and decision making.
Change management.
Coaching and people management.
Strong communciation and management skills, the ability to organise other people to meet tight deadlines and ensure deliverables are kept within the project timescale.
Location
Our UK HQ has recently moved to smart and modern new office block accommodation in the Centre of Bull Ring within short walking distance of New Street rail station and the Bull Ring shopping centre. The successful candidate would be expected work from our Birmingham HQ from 9am to 5:30pm five days a week with the potential for national and international travel as required. The individual should be prepared to travel internationally approximately 4 times a year and to be away for 2-3 days at a time.
The successful candidate should have a current UK driving licence.
Salary
Excellent salary and benefits.
Applying for this position
Please forward your CV to our Managing Director, Dylan Jones at dylan.jones@itslearning.com