Overview
Full Time
Skills
Science
Business Analytics
Business Analysis
Tier 1
Telco
ITIL
Incident Management
Problem Management
Service Level Management
Customer Relationship Management (CRM)
Communication
Customer Satisfaction
Mentorship
Collaboration
Teamwork
Conflict Resolution
Problem Solving
Financial Management
Cost Management
Financial Planning
Budget
Finance
Continuous Improvement
Emerging Technologies
People Management
FOCUS
Customer Facing
Sales
Customer Service
Project Management
Service Management
Effective Communication
Optimization
Management
KPI
Microsoft Exchange
Service Delivery
Service Desk
Training
Change Management
Reporting
Job Details
Education
Education Level
Education Details
Req
Pref
And/Or
Bachelor's Degree in Arts/Sciences (BA/BS)
X
A combination of education, training and experience may be considered in lieu of a degree.
Work Experience
Experience
Req
Pref
A minimum of 5 years' progressive experience in a related field
X
Other Work Experience
ITIL
Service delivery experience in a technical environment (pre and post sales)
5 plus years Tier 1 Telco experience
Technical understanding of IT solutions and systems
Licenses and Certifications
Licenses/Certifications
Req
Pref
And/Or
Knowledge, Skills, and Abilities
Service Management: have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
Client Relationship Management: have strong interpersonal and communication skills to build and maintain relationships with clients. Able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
Mentoring: possess mentoring qualities to guide and motivate team members. This includes the ability to coach and delegate tasks, provide clear direction ready to inspire collaboration and teamwork.
Project Management: skills ready to oversee individual service work packages or initiatives; plan creation and management, organization of teams and tasks, coordinate resources, timelines, and deliverables.
Problem Solving: adept at analysing complex situations, identifying problems, and proposing effective solutions. Have the ability to think critically and make decisions quickly to address service-related challenges.
Financial Management: budget, cost management, and financial planning awareness to ensure that service delivery stays within budget and aligns with financial goals.
Continuous Improvement: proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
Technical Understanding: while not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies ready to understand the service delivery landscape and effectively communicate with technical teams.
Travel Requirements
Estimated Amount of Time
Type of Travel
None
People Management
Is this position an individual contributor or does it have direct reports?
? Individual Contributor
Level of Autonomy
A statement which describes the level of independence for this position.
Job Summary
This position will partner with the Account and Program Teams to focus on achieving goals by selling and delivering World Wide Technology's suite of services including Consulting, Delivery of Services, Programs, Infrastructure, Applications, and Lab. WWT's GSP Services Support Manager UK is a customer-facing supporting both pre-sales and after sales opportunities. The objective of the role is to support the delivery of customer solutions, programs and help shape service-related sales opportunities.
This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the Company and the employee occupying the position.
Job Responsibilities
Work with the pre-sales team to help shape and drive the right service solutions for customers for both ad hoc engagements and long term programs.
Ensure that service delivery and service support processes are on track for consistent delivery of a high level of client service in an effective and cost-efficient manner.
Provide hands-on support in delivering customer solutions; project management, delivery/service management elements, and processes to allow deliverables and deadlines to be met.
Identify customer issues and requirements by maintaining excellent relationships with end-users and stakeholder communities.
Define (where required), design and maintain high-performance levels for service-related processes, implementing improvement initiatives where necessary.
Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
Ensure systems, procedures, processes and methodologies are in place to support outstanding service delivery.
Work with third parties as well as internal teams and processes to create strategies for service delivery optimization.
Provide accurate and regular reports to the management communities on performance of the service delivery for customers (including. Contractual SLAs/KPIs).
Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Provide service delivery support for a dedicated service desk team: process creation, training, change management, delivery reporting.
Education Level
Education Details
Req
Pref
And/Or
Bachelor's Degree in Arts/Sciences (BA/BS)
X
A combination of education, training and experience may be considered in lieu of a degree.
Work Experience
Experience
Req
Pref
A minimum of 5 years' progressive experience in a related field
X
Other Work Experience
ITIL
Service delivery experience in a technical environment (pre and post sales)
5 plus years Tier 1 Telco experience
Technical understanding of IT solutions and systems
Licenses and Certifications
Licenses/Certifications
Req
Pref
And/Or
Knowledge, Skills, and Abilities
Service Management: have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
Client Relationship Management: have strong interpersonal and communication skills to build and maintain relationships with clients. Able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
Mentoring: possess mentoring qualities to guide and motivate team members. This includes the ability to coach and delegate tasks, provide clear direction ready to inspire collaboration and teamwork.
Project Management: skills ready to oversee individual service work packages or initiatives; plan creation and management, organization of teams and tasks, coordinate resources, timelines, and deliverables.
Problem Solving: adept at analysing complex situations, identifying problems, and proposing effective solutions. Have the ability to think critically and make decisions quickly to address service-related challenges.
Financial Management: budget, cost management, and financial planning awareness to ensure that service delivery stays within budget and aligns with financial goals.
Continuous Improvement: proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
Technical Understanding: while not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies ready to understand the service delivery landscape and effectively communicate with technical teams.
Travel Requirements
Estimated Amount of Time
Type of Travel
None
People Management
Is this position an individual contributor or does it have direct reports?
? Individual Contributor
Level of Autonomy
A statement which describes the level of independence for this position.
Job Summary
This position will partner with the Account and Program Teams to focus on achieving goals by selling and delivering World Wide Technology's suite of services including Consulting, Delivery of Services, Programs, Infrastructure, Applications, and Lab. WWT's GSP Services Support Manager UK is a customer-facing supporting both pre-sales and after sales opportunities. The objective of the role is to support the delivery of customer solutions, programs and help shape service-related sales opportunities.
This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the Company and the employee occupying the position.
Job Responsibilities
Work with the pre-sales team to help shape and drive the right service solutions for customers for both ad hoc engagements and long term programs.
Ensure that service delivery and service support processes are on track for consistent delivery of a high level of client service in an effective and cost-efficient manner.
Provide hands-on support in delivering customer solutions; project management, delivery/service management elements, and processes to allow deliverables and deadlines to be met.
Identify customer issues and requirements by maintaining excellent relationships with end-users and stakeholder communities.
Define (where required), design and maintain high-performance levels for service-related processes, implementing improvement initiatives where necessary.
Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
Ensure systems, procedures, processes and methodologies are in place to support outstanding service delivery.
Work with third parties as well as internal teams and processes to create strategies for service delivery optimization.
Provide accurate and regular reports to the management communities on performance of the service delivery for customers (including. Contractual SLAs/KPIs).
Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Provide service delivery support for a dedicated service desk team: process creation, training, change management, delivery reporting.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.