• Responsible for monitoring and reporting service achievement against contractual and non-contractual performance targets and Service Level Agreements (SLAs).
• Identify the business value and identify additional revenue opportunities related to overages, requirements for additional capacity or new services and identify any actions necessary to enable the company to improve account retention
• Understand the service delivery SLAs and ensure services are delivered and managed accordingly
• Prepare Account Plans in conjunction with Sales including preparation and execution of a renewal strategy
• Use Continual Service Improvement to proactively identify opportunities or requirements to implement service improvements
• Customer escalation point (occasionally Out Of Hours)
• Ensure high quality service reporting is provided in a timely manner
• Acts as a technical escalation and point of contact and assists with large and complex projects
• Professionally develops, coaches and trains direct reports on both technical and corporate baselines
• Conducts bi-weekly one/one meetings with direct reports as well as team meetings
• Ensures that day-to-day requests and all month-end activities are completed accurately and on time (compliance of punch in/out, Connectwise ticket entry & accuracy of time and notes)

Who you are:

• College diploma or University degree in the field of Computer Science or equivalent field and/or 5+ years of experience with a minimum of 3 years of end user support
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• ITIL foundation v3 - Essential
• PRINCE 2 foundation - Desirable
• Familiar with service management within an ITIL service delivery framework