Service Manager

We’re ready to take on a Service Manager to join our team. If you have experience in a customer facing role, responsible for the successful implementation of complex and large-scale projects and are looking to join a company focused on its PEOPLE, this might just be the role for you. You’ll be delivering work both internally and externally and owning all aspects of the day to day relationship with the customer, but fundamentally, you’ll be ensuring their ultimate happiness and success!

REPL is an equal opportunity employer and we know the value of a diverse and inclusive workforce. We have very active communities for Women in Tech, Ethnic Diversity and Active Inclusion, Automation and Innovation and we are also actively involved in the local community.

What you’ll be doing:

  • Externally:
    • Overall relationship and customer experience of REPL service delivery inc. SLA performance
    • Manage and deliver service improvement plans that drive tangible and intangible savings to customers i.e. identify and deliver the Service Value stream
    • Identify, plan for and realize business opportunities to expand our footprint and services with customers, anticipating their needs and developing those opportunities in a proactive and consultative way
    • Actively develop and manage our NPS framework and regularly assess customer feedback
    • Own content and delivery of monthly and quarterly service reviews and develop the service charter
    • Manage small scale project delivery either as part of or separate to the managed services to ensure delivery consistency and alignment of quality into the customer experience
  • Internally:
    • Own an internal service improvement strategy and be creative in driving improved service at a lower cost
    • Manage resources, skill depth and coverage inc. ITIL V4 for incident management and managed services
    • Manage and deliver service introduction/customer onboarding into the REPL Managed Services ecosystem
    • Collaborate with the sales team to support them in providing material, representation, case studies, etc. in enabling them to win deals with new and existing customers
    • Quality assurance
  • Key ITIL v4 areas of ownership:
    • Strategy Management | Business relationship management | Service Configuration management
    • Problem and Incident management | Measurement and Reporting | Supplier management
    • Request fulfilment | Service Level management

Your responsibilities:

  • Externally:
    • Keep up with technology changes and advancements and understand their application to the REPL Managed Service Ecosystem, such as RPA, Automations, AI/ML
    • Look for opportunities for REPL to partner with other organizations to broaden our offering
    • Manage 3rd parties and proactively manage and communicate changes to their application suite
  • Internally:
    • Take opportunities to proactive coach, lead and guide indirect reports
    • Develop and support KPI’s that define high quality service and improve internal performance
    • Support with SOW reviews and feasibility plans to support profitable and high-quality service delivery
  • Key ITIL v4 areas of operation/support:
    • Service Design | Demand management / Capacity management | Knowledge management
    • Service portfolio management | Event management | Deployment and Release Management

What we’re looking for:

  • ITIL V4 Foundational certification
  • Experience in IT Service Management or similar service delivery function
  • Proven experience in delivering in DevOps/Agile frameworks
  • Successful experience in a customer facing role responsible for the successful implementation of complex and/or large-scale projects
  • Broad knowledge of the business dynamics of the retail sector
  • Worked in or managed a Service/project delivery function
  • Principal level graded as On Target or above overall

You may also have experience in, or a desire to learn about the following:

  • ITIL V4 Practitioner
  • Knowledge to or delivery of Workforce, Warehouse or Enterprise products in a retail context
  • Line management experience in the last 3 years

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