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Service Assurance Manager (SIAM) – London – £80,000

Annual Salary: £80,000
Job REF: D1545
Published Date: 11-09-2018

The Role:

 

The Service Assurance Manager will be a key role in the SIAM (Service Integration and Management) Service, responsible for building and managing the relationship with a VIP customer, internal teams and key suppliers/vendors to ensure a high level of service is consistently delivered across the end to end service (including suppliers on-boarded to the SIAM model), working with our operational support, SIAM and project and account management teams.

Duties and Responsibilities:

  • Develop and maintain close working relationships with customer representatives as well as 3rd parties and vendors on-boarded into the SIAM model
  • Responsible and accountable for the management of day-to-day operations to ensure contractual commitments and end to end service levels are met by xxx and SIAM suppliers/vendors
  • Matrix management of a team of Process analysts (Incident, Request, Problem, Change, Knowledge and Configuration Management)
  • Design, implement and maintain SIAM policies, processes and procedures
  • Escalating to suppliers/vendors as required
  • Conduct Service Review meetings with SIAM suppliers/vendors
  • Manage customer Service Review meetings, workshops and presentations to support collaborative issue resolution, service improvements and knowledge sharing
  • Lead by example the operational team, creating an environment orientated to trust, open communication, creative thinking and cohesive team effort
  • Contribute to planning and delivery of the overall customer IT strategy, concentrating on cost reduction and service improvement (looking at the entire SIAM operating model)
  • Own and drive Continuous Service Improvement initiatives, taking inputs from across the entire service eco-system
  • Produce management reports for the customer and internal management, providing analysis, feedback and actions based on trends, root cause analysis and other reports

 

Background, Experience and Skills

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

 

Opportunity:

 

This is a fantastic opportunity to join my client who are committed to developing the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised and rewarded.

 

You will be playing a leading role in a fast-paced, dynamic environment surrounded by passionate and forward thinking individuals.

 

If this is of interest or you would like more information, then please get in touch and either call Joey at Dome Recruitment on 0208 246 6089 or email her at joey.cole@domerecruitment.com