Service Manager

Location: Battersea (and remote working)
Salary: Competitive + commission
Benefits: Private Medical Insurance, Cycle-to-work scheme
Start Date: June-July 2023
Reports to: Global Services Manager
Hours of work: Full time
Experience: 3-5 years in Service Management
Language: English (Required)

The Company

Databarracks is a disaster recovery and cloud service provider based in South West London. We have grown substantially winning new business and industry awards typical of companies many times our size. We did this by maintaining a small company ethos and hiring clever, motivated people who are invested in what they do and fun to be around.

We're a tight, focused team, with the internal resources to provide meaningful opportunities for progression and on-the-job training. Some of our most senior staff members started in entry-level positions and have, through a combination of personal drive and internal support, made leaps up the career ladder.

The Role

Overall, the position is part of the team that exists to ensure that our services are exceeding customer expectations, that service levels (SLAs) are met, that customer satisfaction levels are the best in the industry and that the services we deliver remain relevant in meeting the customers requirements.  This is so our customers not only view Databarracks as a supplier but as a key partner adding value at all times.  

If you're looking to join a team who work on genuinely exciting projects across all levels of cloud then this position is for you.

The Responsibilities

• Build personal relationships with customers at all levels within their organisation
• Ensure excellence of Service Delivery across all customers and services at all times
• Monitoring and reporting of performance of all services across all customers to the Global Services Manager and Client Services
• Identify and communicate issues and work with customers to ensure the best resolution
• Ensure any changes in Service Management are communicated to Commercial and Operational teams
• Ensure that the correct internal resources aware and included in delivery of services
• Communicate with engineers, managers and commercial teams to ensure the effective delivery of services
• Ensure the client’s and Databarracks long term interests are met

The Candidate

Personal qualities you will have

• Customer-focused: you will have a strong focus on customer service, understanding the needs and requirements of our customers and stakeholders
• A strong communicator: you will be able to communicate effectively with both technical and non-technical stakeholders. You must be able to explain technical issues in a way that is easy to understand and be able to negotiate and resolve conflicts
• Able to manage your time effectively: prioritise your work and delegate tasks as needed. You must be able to work under pressure and meet tight deadlines.
• Accomplished in documentation skills: you will have a proven track record in doing so
• Commercially aware: you will be able to identify and communicate commercial opportunity
• Able to deliver effective training: you will see where it is required both internally and to clients
• Able to demonstrate a keen understanding of the technologies and systems that you are responsible for
• Able to demonstrate you have experience delivering continuous service improvements for the business and working towards SLAs and deadlines
• A proactive problem-solver with ability to quickly identify, understand and provide solutions to complex incidents

The ideal candidate will have

• 3-5 years working in Technical Service Management
• ITIL V2 Managers or V3 Expert
• Working understanding BaaS, DRaaS, Resilience and Cloud

Skills required

• Ability to communicate effectively and develop successful relationships at varying levels
• Highly organised with ability to pay attention to detail
• To be able to demonstrate critical thinking and apply creative solutions to complex problems
• Ability to multi-task and context-switch effectively between different activities and priorities
• Ability to learn quickly and share knowledge
• Ability to prioritise workload to ensure that team targets are met
• A strong team player
• Willing to learn on the job from peers and confident to ask for help when needed

Apply

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