Service Manager - Maidenhead

IT roles
Ref: 30 Date Posted: Wednesday 12 Feb 2020
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* IT Service Manager - based Maidenhead * 


The Service Manager will provide a superior level of service management to our key customer(s) both directly and indirectly to ensure customer retention and growth. This role will also be required to contribute to the Service Management strategic plan to ensure continuous service enhancements are identified and delivered in alignment with the overall Pulsant strategy.

Key Responsibilities


  • Undertake regular service reviews, reporting, capacity management, customer documentation and management of any ad-hoc requests to Pulsant key customer(s).


  • Work closely with Client Managers to stay abreast of customer patterns of business and proactively manage service capacity.


  • Assist the Client Managers with identification of opportunities and regular account planning to maximise revenue retention and growth.


  • Develop and enhance both customer and internal relationships, providing a direct escalation / point of contact for service reporting, service issues and complaints.


  • Audit and update external and internal customer documentation, ensuring the latest versions are held in the correct repositories and available as required.


  • Ensure customer’s services are on-boarded correctly and system monitoring, reporting and management are correctly established to ensure that Pulsant can effectively identify issues and/or trends that could adversely affect, or are adversely affecting, a service to a customer. Work with the customer/ internal teams to take preventative action, or resolve unforeseen issues as quickly as possible, pro-actively creating and owning CSIPs where required.


  • Produce and present regular reports on service performance to customers, and gather and track feedback to further enhance the company’s service.


  • Ownership of the customer service experience ensuring and promoting Pulsant’s premium level of customer service, in addition, meeting or exceeding Pulsant SLAs and KPIs.


Skills and experience:


  • Solutions driven, confident and friendly approach in dealing with customers

  • Minimum Degree level or equivalent in Service Management or similar discipline / proven equivalent working experience.

  • ITIL Foundation V3 at a minimum.

  • Minimum Higher / A level, or equivalent, in English.

  • Full UK Driving Licence.

  • Proven track record of ensuring services are measured and improved.

  • Ability to translate technical reporting and discussion into customer outcomes and accurately identify areas of risk.

  • An enthusiastic, driven, committed and flexible approach to work.