Manager, Proactive Management & Monitoring - Newcastle

IT roles
Ref: 154 Date Posted: Wednesday 24 Nov 2021
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The Manager, Proactive Management and Monitoring is a leadership role in the Client Service function. This position is responsible for our Proactive Management and Monitoring function and ensures stability of Pulsant Services whilst delivering a positive client experience.

Exhibiting the values and service promise of Pulsant, the strategic thinking and continual improvement of the Proactive Management function is essential. As a strong client advocate with a passion for service excellence, you will be responsible for driving a client first culture.


Key Responsibilities: 

  • Develop and nurture a client first culture throughout the Proactive Management and Monitoring Team. 
  • Management and leadership of the Proactive Management and Monitoring function, ensuring that the team are equipped with the right tools and skills to deliver a great service to Pulsant’s clients. 
  • Responsible for helping to define the vision, strategy, and execution plans of the function along with the Director of Client Service. 
  • Utilising technology skills and industry experience to mentor and guide the Proactive Management and Monitoring team.
  • Accountable for the practices used that enable proactive management techniques, utilising trend analysis that reduces reactive case management.
  • Responsible for the administration of Pulsant’s monitoring tools whilst defining a strategy that meets future demand and functionality.
  • Creation of a data strategy and model that enables accurate analysis of Client data that enables proactive management outcomes.


Skills & Experience

  • Technical knowledge of public and private cloud and general IT services
  • Strong technical knowledge of network, security, and connectivity solutions
  • Knowledge of data analysis techniques
  • Knowledge of monitoring related technologies and industry perspective
  • Experience of working at a management level in a midsize organisation or greater
  • Experience of leading transformation of client experience within complex managed services environment
  • Strong communication and presentation skills, ability to communicate and present at C level
  • Strong people leadership skills, leading and managing of people at various levels of their career
  • Experience of defining and driving improvements using Key Performance Indicators and data driven conversations.
  • Experience of driving cultural change in multi-site service organisations delivering industry leading service to end clients