Service Assurance Manager

Competitive | Chertsey | Permanent
Posted 3 months ago

Service Assurance Manager (SIAM)
Surrey & London
£70,000 - £80,000 Base Benefits

A Leading Technology and managed services provider in the UK with over 750 clients are recognised as a dynamic and fast-growing company and one of the top 50 global managed service providers that truly values and is reliant upon their people.They are looking to introduce SIAM as a service offering to ther clients and now appointing an expeirenced SIAM consultant to help them on that jouirney with one of their first buying clients of this service therefore needs the best of their breed in setting up and successfully operating a SIAM model.

The Service Asurance Manager will play a key role in this company's SIAM (Service Integration and Management) service, responsible for building and managing the relationship with a VIP customer, The organisations internal teams nd key suppliers /vendors to ensure a high level of service is consistently deliveredacross the end to end service (including suppliers on-boarded to the SIAM model).

The role will ensure quality of the service, and the delivery to SLA, both for the service integrator and all other suppliers/vendors in the SIAM model. Acting as an escalation point and having matrix management of a Cape Town based team of SIAM process Analysts, this role will also help to grow the company's SIAM service offering.

The role will be integral to the design of the verall SIAM Service line and will be required to be hands on with process design.

This role requires a deep understanding of ITIL Process in an operational environment, depth of experience managing Suppliers (ideally in a SIAM/Service Integration model) and an obsession with delivering excellence in Customer Service.

The ideal candidate will have/be:

• ITIL practitioner/ intermediate certification (or equivalent experience)
• Experience managing technical/operational support teams
• Previous experience in a Service Delivery Manager and/or Service Manager role
• Experience working in a multi-sourced environment, sourcing/procurement experience also advantageous
• Comfortable working with contracts, from negotiation through to unpacking contractual requirements and ensuring SLA compliance, building reporting to KPI’s and SLA.
• Previous experience of managing customer facing operational staff in faced paced environments
• Experience managing suppliers/vendors to deliver to SLA/contract
• Confident managing stakeholders at all levels both internally and externally
• Process design/introduction and re-engineering experience
• Ability to understand contractual and service requirements
• Excellent verbal, written and presentation skills, communicating clearly and concisely
• Proficient with data analysis reporting tools such as MS Excel
• Professional and adaptable communication style to match the customer

Service Assurance Manager (SIAM)
Surrey & London
£70,000 - £80,000 Base Benefits

For more information about this role, please contact:

Andy Banks
01442 509 072

See Andy Banks's jobs
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