My client who is based in Glasgow is looking for a Service Manager for an initial 9-12 months this role is for maternity cover.

Purpose Of Role:
The role holder is accountable for a single medium, or multiple smaller customer contracts; and/or leads, manages and develops a desk based service management team, across multiple contracts. Can also operate as part of a wider team supporting a larger contract. Responsible for leading a virtual/matrix team to deliver contractual service targets, manage cost reduction, drive service improvement activities and improves customer satisfaction and loyalty. Builds peer to mid-level relationships within the customer organisation and owns the overall service relationship on behalf of BT.

Develops, maintains and improves the customer relationship for one or a small number of strategically important customers, with regular reviews at a peer level, (as required by the customer).
Delivers contractual SLA performance, resolves customer contractual issues and continually improves customer satisfaction.
Creates and drives change within the business via service improvement and cost reduction plans.
Provides stakeholder management within BT, customer and/or third party supplier's organisations.
Creates value, acts as a trusted advisor, manages expectations and can negotiate mutually beneficial outcomes and resolve conflict.
Owns and resolves escalations within BT, customer and/or third party.
Influences business decisions and outcomes at peer to mid management level.
Manages virtual teams of experts/specialists.
May have line management people responsibilities.

Contribution
What I will do to contribute to BT's success:
Drive the improvement of CSAT/DISAT & customer loyalty.
Drive the improvement of BT's overall service performance through programmes, (e.g. GS customer experience programme, RFT, SIP/SDP, challenge cup, personal objectives, etc).
Develop and deliver profit protection plans to improve efficiency and reduce operating costs.
Produce "cost to serve" forecast and actuals, for managed contracts that have dedicated resources.
Manage BT money as if it were your own by driving costs/transformation initiatives to reduce spend, enhance revenue and increase margin, (e.g. Cost to serve, reduced ticket volumes, etc).
Support your manager, peers and colleagues across BT to ensure we are operating a single cohesive team focused on customer service and a cost base that is competitive in the market place.
Delivery against agreed personal objectives and team/BT scorecards.
All achievements will be measured through BT Group, GS, GCS and GSM SCORECARD objectives and the standards set for the unit.
Support and work with the Market Facing Unit to deliver their challenges across the contracts that you service manage.

Measures
Service Managers are required to perform and behave in the following way:-
Adopt and deliver a proactive approach to dealing with day to day customer activity, including owning, driving and keeping people informed in the pursuit of service excellence. This includes identifying root causes, driving remedial activity and sharing best practice.
Manage contracts within the boundaries of their contractual commitments and manage SLA performance to target or better.
Track and manage contract costs by investigating/actioning initiatives to improve efficiency, reduce work volumes and improve cycle times.
Actively demonstrate and drive team work and collaboration internally and externally whether with customers, suppliers or colleagues.
Own and drive customer satisfaction/dissatisfaction and loyalty activities using the tools available, to deliver improvements year on year.
Develop, drive and maintain service improvement plans and or service development plans for your customers, which drive/deliver tangible benefits to both BT and the customer.
Recognise sales opportunities and engage appropriate account/business personnel to realise tangible improvements to revenues and margins.
Drive the deployment and use of self-help and portal mediums to both reduce cost and enhance the customer experience.
Own and maintain a customer risk register that highlight associated BT and Customer risks, mitigate where possible and gain sign off of remaining accepted risks.

Actively/regularly maintain all customer documentation and processes storing on the appropriate BT SharePoint and customer repository. This should include all customer reports, meeting minutes, customer handbooks and handover documents.
Complete and document an annual service review with each of your clients where you present the overall performance and value add of BTGS to that client.
Demonstrate inspiration by suggesting, owning and driving transformation of customer contracts.
Record and drive customer complaints through the standard GS Complaints process.
Actively participate/contribute to strategic/key improvement programmes.
Key Qualifications and Skills Required

Qualifications:
Qualified to secondary education level, or equivalent professional qualifications or experience.
Knowledge and experience of working in Customer Service.
Qualified to ITIL v3 Foundation level.

Skills/Experience:
Good customer facing and inter-personal communication skills, with the ability to manage demanding requirements and timescales.
Knowledge of BT products and services.
Knowledge of customers IT systems and applications, domestically and/or globally.
Basic understanding of billing and financial management.
Good project management and people skills to manage virtual/matrix teams.
Ability to analyse data and manage operating costs.



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