The IT Account Manager oversees a number of key functions within the Services department that enable the delivery of a high-quality service to end-users, and ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder-facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
Roles & Responsibilities
Service Delivery
· Maintain high performing service support functions including IT Service Desk, Desktop Support
· Support of the Project Management Office
· Ensure service take on is accepted to agreed standards
· Ensure that all Incident, Request, Problem, Change, Event, Vendor, and Escalation processes are maintained.
· Ownership of client escalation processes including Major Incident & Post Incident Review
· Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed
· Champion Service and Support in projects whilst developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
· Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
· Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
· Look to highlight and assist in commercials opportunities that generate profit through upselling services, products and technologies
· Work with internal teams to ensure that monitoring, patching and anti-virus updates are in place and report this within the Monthly Service reviews.
· Work with peers and the Head of Technical Services to evolve standards for hardware, software and security in the IT environment
· Maintain ITSM reporting suite and develop action plans and CSI activities from the output
· Ensure you can provide financial information for all customers
· Work with Head of Business Operations to maintain ISO standards for our service offerings
Essential:
· Able to demonstrate the ability to undertake the above responsibilities
· Legally able to work in the country in which the position is based
· A passion for Service Improvement
· Experienced Service Management professional
· ITIL Qualified
· Previous experience as a Team Lead or demonstrable experience in leading virtual teams
· Experience in managing 3rd parties and 3rd party delivered services
· Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
· Excellent leadership and people management skills
· Excellent written and verbal communication skills
· Excellent customer facing/customer service skills
· Able to work under pressure and meet deadlines
· Able to demonstrate a high degree of flexibility including shift and out of hours working
· Excellent organisational skills
· Able to manage sensitive and sometimes confidential information
· Self-motivation and able to take responsibility
· Able to manage and prioritise tasks and time efficiently
· Able to demonstrate initiative and a proactive approach to daily tasks
· The ability to demonstrate experience in a customer-facing role within the IT industry
· Business Knowledge and commercial awareness
· Willingness to support and mentor junior staff if required
Desirable:
· Expert knowledge of ITIL disciplines
· A proven track record of service management delivery for a large corporation
· History of successful mentorship
· Proven track record in driving innovation
Job Types: Full-time, Permanent
Salary: £30,000.00-£35,000.00 per year
Benefits:
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Commission pay
Experience:
- Account management: 1 year (preferred)
- sales: 1 year (preferred)
Work Location: Remote
