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Service Assurance Manager (SIAM) £80k – £85k + benefits London

Annual Salary: £80k - £85k + benefits
Job REF: D1596
Published Date: 12-20-2018

Our client, an award winning managed IT service provider is looking for a Service Assurance Manager to join their growing organisation in London.

 

The Service Assurance Manager is a key role in the SIAM (Service Integration and Management) service, responsible for building and maintaining relationships with customers, key suppliers/vendors, ensuring a high level of service is consistently delivered to SLAs.

You will act as an escalation point managing teams of Process Analysts, whilst managing, designing and maintaining SIAM policies, processes and procedures.

 

The ideal candidate will have/be (not all mandatory);

  • 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
  • Customer service orientated, facilitating customer feedback and concerns to drive service improvement initiatives
  • Positive and proactive approach at every level and under pressure

 

If you think you are a result oriented, positive, strategic thinker as well as tactical practitioner, then this is the opportunity for you.  Contact Tanya on 0208 246 6094 or tanya.white@domerecruitment.com