Head of Service Management - Newcastle

Management & Executive
Ref: 80 Date Posted: Tuesday 10 Sep 2019
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* Key Senior Service Management role - can be based Maidenhead, Edinburgh or Newcastle *


The Head of Service Management is a senior role in the Operations function within Pulsant and sits within the Senior Management Team.  The role is accountable for the provision and continuous improvement of industry leading Service Management across our customer base in a cost-efficient manner.  The role is responsible for , ensuring the right levels of capability, capacity and best practice for service excellence to meet our customer needs whilst driving continuous improvement initiatives in order for Pulsant to stand out in the market for Service Excellence.


Key Responsibilities:


Management and leadership of the Service Management functions, ensuring that managers and staff are equipped with the right tools and skills in order to deliver a great service to Pulsant’s customers.

Provide input and direction to the business on Service Management/Service Excellence and service best practice, processes and procedures as well as automation focus related to continuously improving the Pulsant customer experience and drive consistency in Service Management delivery and value this brings to Pulsant customers.

Own and drive all areas of improvement to deliver service excellence and support delivery of high-quality services for Pulsant customers, ensuring the right level of engagement with key stakeholders within the customer base


Skills & Experience


  • Extensive experience of leading a service management function within complex managed services customer facing environments
  • Substantial experience of designing and implementing service experience best practice to deliver a great customer experience
  • Experience of managing people at various levels of their career in a customer facing environment
  • Experience of defining and driving improvements and Key Performance Indicators for customer experience and satisfaction
  • Commercial and contractual management experience in a managed service environment


  • Technical knowledge of datacentres, private cloud, public cloud and general IT services