Service Management Lead

Cloud Technology Solutions ,
Edinburgh, City of Edinburgh
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Service Management Lead Role Overview: The Service Management Lead is an exciting new role to drive and mature ITIL Service Management disciplines in CTS, during its rapid growth. CTS provide Support and Managed Services to customers throughout the UK and Europe across a range of Google and partner technologies covering G Suite and Google Cloud Platform. The Service Management Lead will help define and maintain the highest levels of customer services for these services, working closely with leaders across the business. You will be tasked with ensuring that the organisation has the correct capacity, capabilities and tools to deliver Service Management services to its customers, and meets and exceeds SLAs and KPIs. You will help to define and document detailed Managed Services, aligned to customer requirements, from pre-sales, through service transition to ongoing services and customer reviews meetings. The success of this role will be defined by customer satisfaction with all of the Support and Managed Services delivered by CTS and our long term, customer engagements. If you have a leadership background (ideally in an ITIL Service Management based role), experience in driving customer outcomes, a passion for customer focused Service Management and great communication skills, this job would be a great opportunity for you. Responsibilities: * Working with technical delivery teams to help refine Support and Service Management propositions for our customers * Ensure technical delivery team members have appropriate assets, skills and support to deliver Support and Managed Services to our customers * Have a keen eye for detail over metrics, processes and materials to support and promote excellence in Service Management * Provide thought leadership on the adoption of ITIL based Service Management across technologies as part of the worldwide Google Enterprise Collaboration Partner of the Year * Contribute to or lead business review meetings/calls with customers * Ensure we have the right tools, skills and capacity to deliver for our customers * Oversee training of the team to make sure we are utilising modern frameworks and new technologies which can aid in meeting customer requirements * Communicate with customers as the point of escalation for Incident Management, when needed. * Lead on the development of ITIL disciplines for all aspects of Support and Managed Services and find ways of delivering innovation via these disciplines, to our customers. Key Skills: * Previous experience of leading Service Management in a varied, IT focussed Service Delivery organisation * Experience and passion for technology and it's potential for positive impact for our customers * Experience of working in a matrix management environment with teams providing technical and functional services * Track record of successful customer focussed Service Management delivery * Being a "self starter" and being able to balance short and medium-term goals with long term strategic approaches * Passionate about continuous improvement and promoting a culture of feedback-driven by data and key metrics. * Leadership experience in maintaining an engaged and motivated team, coaching them to achieve their best in a positive environment * Great communication skills Desirable Skills: * 3yrs+ Team lead experience * Understanding of Google (and Google partner) technical solutions * P&L responsibility and exposure to commercial acumen around customer proposals and pricing models. CTS Culture We could tell you about our relaxed dress code and vibrant city centre offices, but they're just the nice extras right (and who even wears a suit nowadays?). What's more important is our culture and how we get things done. Over the last 10+ years we've nurtured an open and supportive culture within CTS that has been the backbone of our growth. It's an environment that affords our staff the flexibility they need to get the job done, whilst maintaining a proper work-life balance. A workplace that challenges traditional ways of working. We trust our team members to take ownership of their own workload and provide them with the tools and training they need to do their job effectively, so it's no surprise that 94% of our employees feel they are able to deliver their best work. Location: Edinburgh Diversity and Inclusion Statement: At CTS, we look after each other and support everyone on our team. We're proud of our people-centred culture; our diversity brings us innovation and our commitment to inclusion drives us forward. If you share these values and would be interested in joining one of our teams, get in touch today! Apply for this Job

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