Head Of Service Management

Head of Service Management

What are you looking for in your next role? A slow-moving role in a sleepy industry? A small team with very limited potential, and a tiny client base with a low satisfaction rate?

In that case, this role is not for you.

We are looking for a Head of Service Management to join our rapidly-expanding tech hub in the heart of Neath, to take the lead on team management while ensuring that our valued clients continue to receive the very best level of service that they expect and deserve. Working closely with other department heads, you will have a keen eye for opportunities for improvement, benefitting not only the client but the business in the long run.

Within this role, you will maximise the potential of not only your team, but the services provided to your clients. You will face any challenges or issues head on, while keeping a close eye on future developments that will enable us to deliver an efficient and effective service across all client estates.

What you’ll be doing:

• Managing a team of Service Delivery Managers, providing support, coaching and feedback where necessary
• Being the main escalation point for any client issues and ensuring communication of any service issues that may arise, ensuring continued client satisfaction
• Ensuring crossteam collaboration with key stakeholders including Finance to guarantee on-time renewals and adherence to SLAs and KPIs
• Encouraging lead generation via the Service Delivery team and that recommendations are being made for improved services across client estates
• Working closely with department heads such as Service Desk and Development, as well as Project teams, to support change within the business
• Supporting with tender meetings and reviewing the relevant documentation and requirements to support with our continued growth
• Creating client documentation such as service guides and monthly reports
• Working closely with other areas of the Group and building excellent stakeholder relationships across all teams, with particular focus on Client Account Managers/Directors to keep them informed of any issues or opportunities within your client base
• Supporting all internal audits, including ISO accreditations
  
  

Please note that within this role, travel will be required to client offices and other Marston sites.

What we’re looking for:

• An experienced people manager with a keen eye for diversity, professional development and opportunities for constructive feedback
• A strong commercial background covering multiple diverse client accounts, and the ability to manage a varied workload
• An expert communicator with the ability to make solutionsfocused decisions quickly and confidently
• A continuous improvement mindset with a focus on improving existing processes to maximise business potential
• An active listening style in order to understand client needs and balance these against business objectives
• A project management background with experience of any framework (Agile, Waterfall, PRINCE2)
• A strong service management background
• Experience of owning budgets, raising Pos and managing invoices
  
  

What would be a bonus:

• Experience of the HALOTSM helpdesk system
• Understanding of ITIL best practice
• Familiarity with the 2004 Traffic Management Act and the 1992 Road Traffic Act (or other relevant parking legislation)
• A knowledge of the traffic and parking industry
  
  

What’s in it for you?

• Strike an important balance: 27 days annual leave plus bank holidays and hybrid working
• Plan for the future: Pension scheme, enhanced maternity and paternity package NB subject to eligibility criteria
• Look after yourself: Enhanced health cash back plan & Staff benefits designed to suit you, from discounts on high street and online shopping to travel, socialising and wellbeing
  
  

If this sounds like the job for you, please apply and a member of the recruitment team will be in touch shortly.

New starters will be subject to clearance through the Disclosure and Barring Service. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

We are an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we are committed to creating an inclusive environment for all employees.