Do you have a strong track record in service management? On behalf of our client, an innovative IT services provider based in Belfast City Centre, we are recruiting for someone who is passionate about delivery not just for clients but internal stakeholders as well.
Our client believes in continuous improvement and is always seeking to perfect their processes to deliver the best possible outcome. To this end they are looking for someone with a clear history in delivering and understanding service and contract management.
You must possess the ability to determine customer's precise and exact needs and detail these with your colleagues. This is a role that carries a high degree of responsibility and you will be the escalation point for customers. Therefore being accustomed to dealing with issues, troubleshooting and providing the best possible outcome for all parties is essential.
The Services Contracts Manager will be responsible for the following core duties, amongst others:
-Provides pricing models to the sales team to meet customer demand. Be the custodian of pricing and profitability of the account.
-Drafts service contracts in collaboration with the Operations teams ensuring these are relevant, concise and achievable
-Reviews existing contracts and monitors achievement of the contract obligations. Sets in place service improvement plans with Service Desk Manager and manages delivery of these accordingly.
-Defining and monitoring SLAs in relation to contracted services, service quality and client expectations are met or exceeded.
-Assessment of the impact of new service contracts on 3rd party engineering resources, replacement parts and warranties. Manage the output from the impact assessment in collaboration with the Service Desk Manager to ensure the infrastructure, controls, processes and people are in situ to accept the service within agreed timescales city Management
-Responsible for building enduring relationships with key customer stakeholders.
-Develops the service with the customer by reviewing contractual obligations ensuring these are fit for purpose and aligned to the customer strategy.
-Responsible for ensuring that quality issues are addressed and managing the quality of deliverables for service
The successful applicant will also be responsible for a key range of KPI's including high customer satisfaction ratings, contract renewal rates and that service acceptance is managed effectively and seamlessly
If you are a true leader with change management experience and a minimum 3 years experience in a high paced service environment please contact Stephen at Brook Street on 02890 324548 or click on "Apply"