Head Of Service Management

at  Marston Holdings

HEAD OF SERVICE MANAGEMENT

What are you looking for in your next role? A slow-moving role in a sleepy industry? A small team with very limited potential, and a tiny client base with a low satisfaction rate?

IN THAT CASE, THIS ROLE IS NOT FOR YOU.

We are looking for a Head of Service Management to join our rapidly-expanding tech hub in the heart of Neath, to take the lead on team management while ensuring that our valued clients continue to receive the very best level of service that they expect and deserve. Working closely with other department heads, you will have a keen eye for opportunities for improvement, benefitting not only the client but the business in the long run.
Within this role, you will maximise the potential of not only your team, but the services provided to your clients. You will face any challenges or issues head on, while keeping a close eye on future developments that will enable us to deliver an efficient and effective service across all client estates.

WHAT YOU’LL BE DOING:

• Managing a team of Service Delivery Managers, providing support, coaching and feedback where necessary
• Being the main escalation point for any client issues and ensuring communication of any service issues that may arise, ensuring continued client satisfaction
• Ensuring crossteam collaboration with key stakeholders including Finance to guarantee on-time renewals and adherence to SLAs and KPIs
• Encouraging lead generation via the Service Delivery team and that recommendations are being made for improved services across client estates
• Working closely with department heads such as Service Desk and Development, as well as Project teams, to support change within the business
• Supporting with tender meetings and reviewing the relevant documentation and requirements to support with our continued growth
• Creating client documentation such as service guides and monthly reports
• Working closely with other areas of the Group and building excellent stakeholder relationships across all teams, with particular focus on Client Account Managers/Directors to keep them informed of any issues or opportunities within your client base
• Supporting all internal audits, including ISO accreditations