Service Implementation Manager

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is looking for an experienced, capable and commercially aware Service Implementation Manager, you will be able to manage multiple customers and balance priorities accordingly. You will deliver an exceptional service to strategic customers, exceeding SLAs and ensuring Continual Service Improvements.

You will have experience of managing senior client relationships, preferably in a real-time software environment, backed up by sound technical and/or product/business-process knowledge.

Experience of service implementation/project management gained in a commercial, outsourced or multi-vendor environment is highly desirable. Experience of bespoke and packaged software development and application support would be advantageous.

Functional Description:

Plan and Manage Customer Implementations of the Product

• Plan the implementation of the product’s modules using appropriate project management techniques and the company generic framework.
• Define an appropriate management and control mechanism for each delivery, and agree it with the customer.
• Drive the delivery by maintaining forward planning control and regular customer communication.
• Record and evidence key communications and milestones throughout the delivery using the company’s Job Tracker tool.

Provide Advice and Guidance on Product Configuration

• Understand the customer processes and customer records in sufficient detail to be able to support and advise customers in production of Configuration Plans used for implementation of the product in their specific industry
• Understand and advise on aspects of product configuration relating to functionality which supports compliance to regulatory standards and best practice models

Customer Transformation

• Seek opportunities to transform customer business through use of our client’s services by identifying how the product could be used to optimise customer processes

Train Customers in use of the Product’s Modules

• Carry out training needs analysis as part of product Configuration Planning activity and identify key aspects of product which customers require to be trained in on a module by module basis.
• Prepare suitable training resources to support delivery of training
• Plan and manage training activities in line with the customer requirement
• Deliver required training
• Review success of training and make suggestions for improvements

Review Product Guide

• Provide Quality Review of Product Guide and training materials

Provide product support to new customer Product implementations

• Respond to customer requests for support by email and telephone and act as Customer Champion throughout the implementation process.
• Coordinate timely and professional response to customer issues though liaison with appropriate resource.
• Ensure smooth transition for customer implementation projects into BAU support processes

Become and Expert User

• Keep up-to-date with the product’s functionality and its application across the client’s customer base
• Ensure familiarity with GRC (Governance, Risk and Compliance) Regulatory Standards and how they apply to customers

Key Skills and Experience

• Business Software systems implementation
• Quality and Compliance Business Processes
• Familiarity with GRC standards
• PRINCE2 Project Management (Practitioner)
• Experience of delivering training courses
• Verbal and written communications
• Able to lead a team and work as part of a team
• Comfortable dealing with Management at all levels
• Experience of systems software implementations
• Familiarity with the ITIL Service Delivery framework
• Business Change Management

 

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IT Operations Manager

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is one of the fastest growing IT Managed Service and Solutions companies in the North. They have an innovative perspective on how IT should be delivered with a dedication to raising standards within the IT Support sector.

Overview:

The Proactive IT Operations Manager role, reporting to the Technical Director, will own and be accountable for the management and motivation of a team of 1st to 3rd line field and support desk engineers. The team maintain all of our client’s clients IT services, keeping them up and running smoothly, planning, building and developing as necessary. In depth analysis of operational activity and overall trends will enable the department to proactively deliver a top class support service, with a focus on constantly improving efficiencies contributing to the financial performance of the business.

By illuminating the entire IT ecosystem from device to application, the Proactive IT Operations Manager breaks down the silos between application and infrastructure management to empower IT to move at the speed of business.

Key Accountabilities:

• Responsible for overall team delivery and quality of work in line with agreed Key Performance Indicator’s (KPI’s) and Service Level Agreements (SLA’s), appropriately delegating actions and overseeing the work of the team.
• To support the Technical Director in Change Management and Operational Readiness activities.
• Ensure a robust and scalable Incident Management process is established and managed in line with industry best practice.
• To act as the escalation point for high priority issues and manage the Major Incident.
• Drive awareness and understanding of the Managed Services team operations and services across the business, supporting pre-sales initiatives and offering consultative support to Field Sales.
• Maintain and develop strong relationships firm wide to achieve high client satisfaction and performance in line with published client Service Level Agreements and key objectives, whilst delivering cost-effective operations.
• To actively look for potential revenue streams and feedback to management ways in which to increase revenue and update processes, and instigate the same culture within their team.
• To manage the selection, on-boarding, performance, development and retention of all team through standard approaches.
• To produce weekly/monthly reports on individual and team performance and productivity levels in order to monitor and compare results against business objectives.
• Planning, prioritising and managing resources whilst providing direction to Managed Services Team.
• Development, documentation, implementation and maintenance of key processes, standards and metrics tracking.
• Drive and champion a culture of Continual Service Improvement across all functions ensuring IT services are appropriate for business demand.

Technical Background & Skill set:

Essential:

Core Microsoft, Cisco, Veeam and VMWare competencies.

Ideally have knowledge of:

• Monitoring, Trend analysis, Automation & Scripting utilising RMM.
• Windows Server 2002-2012r2 (enterprise)
• VMWare ESXi/vSphere
• Microsoft Exchange 2010/2013
• Active Directory/ DNS/ DHCP/ TCP/IP
• Office 365
• Disaster Recovery
• Storage/ SAN
• Strong analytical thinking and problem-solving skills, coupled with outstanding attention to detail

Managerial Background & Experience:

Ideally have experience of:

• System Management
• ITIL
• Project Management
• Stakeholder Management
• Documentation Management
• Telephony, Network & Infrastructure Management, Monitoring & Troubleshooting
• Support & Management
• Staff Training & Inductions
• Monthly Report Preparation
• Excellent Communication Skills (Written & Oral)

 

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Service Delivery Manager

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this Permanent vacancy.

Our client is looking for an experienced, capable and commercially aware Service Delivery Manager, you will be able to manage multiple customers and balance priorities accordingly. You will deliver an exceptional service to strategic customers, exceeding SLAs and ensuring Continual Service Improvements.

You will have experience of managing senior client relationships, preferably in a real-time software environment, backed up by sound technical and/or product/business-process knowledge.

Experience of service delivery/service management gained in a commercial, outsourced or multi-vendor environment is highly desirable. Experience of bespoke and packaged software development and application support would be advantageous.

You will have:

• Experience of Service Management processes and procedures which align to the ITIL framework that enable the Support Service to achieve SLA’s/KPI’s and support growth together with the experience to reinforce best practice in Incident, Problem and Change Management.

• Experience of managing, motivating and developing staff and contractors to ensure efficient and effective delivery whilst maintaining and developing customer relationships

• Knowledge to act as the escalation point for allocated customers whilst working closely with applications support, database administrators and software developers to ensure appropriate response and timely resolution to production incidents. Where appropriate, take a hands-on approach to incident resolution locally.

•Management experience on operational costs and maintaining company financial controls ensuring contract profitability and ensuring that delivery against agreed operational procedures to ensure quality and consistency of Service.

•Provision of monthly reports, analytics and execution of delivery meetings to customer requirements for contract monitoring

•Resource management to ensure consistent delivery

• Champion group culture with all staff, customers, partners and suppliers, to create and enhance awareness and appreciation of our client’s brand

• Experience of managing and coordinating software releases and upgrades to live systems, including application upgrades, database upgrades, disaster recovery testing

Successful candidates will be able to demonstrate the following experience and competencies:

• Experience working in an IT Service Delivery management capacity
• Experience of supporting business critical enterprise solutions
• ITIL Foundation V3 qualified
• Degree/Management Qualification or equivalent experience
• Relevant experience in a similar role
• Experience of management of controls of budgets
• Excellent communication skills
• Experience of design and implementation of new service processes and

Continual Service Improvement
• Experience in Best Practice Approaches
• Understanding of ISO Or FDA Standards/Regulations

An understanding of the following would also be advantageous (but not essential):
• Application support
• SQL and Oracle databases
• MS Sharepoint
• Project Management (Prince 2)

Daniel Owen's Job Enquiry Form

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  • This field is for validation purposes and should be left unchanged.