City of London, London
£350 - £450 per day
9 months ago
6 Months +
*Manage relationships with the customer to include escalations, complaints and issues by attending meetings and responding to emails in a timely manner.
*Manage BAU incidents, RFIs, queries from the customer, attend the CAB meetings and to ensure the customer receive responses within a timely manner and to ITIL standards.
*Manage Risks and Issues effectively by seeking input from the London staff (primarily ICT, Engineering, Account Management, Testing, Security and Solutions Architect), or the supplier and the customer to complete the customer Risks and Issues Register monthly, detailing all known Risks and Issues. Where appropriate ensure action plans are created, published and managed through to completion.
*Manage Problem Management effectively by seeking input from colleagues (primarily ICT, Engineering, Account Management, Testing, Security and Solutions Architect) and the supplier as appropriate to complete the customer Problem Register monthly, detailing all known Problems and Known Errors. Where appropriate ensure action plans are created, published and managed through to completion.
*Attend the Service Review Meeting with the customer to agree the monthly service review pack.
*Proactively liaise with all groups to ensure future spending on the customer contract is forecast and known throughout the year by having quarterly meetings to review costs
*Manage Service Management, Comms and Asset ManagementMeet requisite project controls in line with the Project Lifecycle Management process meetings - risks and issues logging, reporting/communication, phases/gates, as agreed with the Project Manager.
*Safeguard the live service at all times by ensuring all individuals carrying out changes create appropriate RFCs, attend CABs.
*Manage Continual Service Improvement Effectively, seeking input from colleagues (primarily ICT, Engineering, Account Management, Testing, Security and Solutions Architect) and supplier and the customer to complete the customer Service Improvement
*Manage customer Change Requests (CRs).
*Must have at least 5 years' experience as a senior Service Manager
*Must have ITIL (Expert) qualification (v3 is preferable)
*Must have current security clearance to SC level due to customer contractual requirements.
*Has extensive proven working knowledge of all key management tools in MS Office