Corporate IT Services Manager - Glasgow

IT Support
Ref: 100 Date Posted: Wednesday 25 Sep 2019
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Job:  Corporate IT Service Manager

Job Type: Full Time, Permanent

Location: Braehead, Renfrew

As one of the leading HR and Payroll providers in the industry, SD Worx are recruiting for a Corporate IT Service Manager based in Glasgow.

Your role:

Your role will be to provide an IT service management layer to a portfolio of our large corporate clients, building expertise with focus on the customer. You will be able to assess the clients situation, needs and wishes and have the ability to add more value than the customer expected throughout the full customer journey. You will work collaboratively across teams to ensure issues are dealt with quickly and efficiently with a focus on continuous improvement.

 As a CUSTOMER COACH - you will have the skills and ability to demonstrate that you can:

  • Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.
  • From Service transaction to Customer journey, can assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value than the customer expected throughout the full customer journey and over omni channels.
  • Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his/her expertise, confidence and style.

 

Key Accountabilities:

  • Key point of contact for operational SDM’s and Corporate account managers/directors for any IT related incidents/issues/initiatives across any of our Corporate customers.

  • Accountable for the delivery of all IT services SD Worx provide to Corporate Clients in line with SLAs

  • Provide a robust governance layer to the IT service including clear service metrics and trend analysis.

  • Maintain a strong working relationship with the Corporate IT Service Manager to ensure the teams deliver a quality service to corporate clients.

  • Responsible for the creation and delivery of a continuous improvement plan for the portfolio of clients.

  • Provide support and guidance and establish smooth transition to any new Corporate Client who requires this support service.

  • Work with Product and Development to ensure the best possible solutions are in place for the client and any major shortfalls are identified and shared with the business.

Your profile:

  • Demonstrable technology background

  • Excellent working knowledge of ITIL Service Management Processes

  • Experience in senior client engagement

  • Proven track record of managing customer/client issues to resolution

  • Excellent presentation skills

  • Considerable understanding of contractual SLAs and governance

  • Excellent organisation skills

  • Experience in on boarding of new clients and requirements gathering

  • Customer focussed & goal orientated with an eye for detail

 

It’s your move!

SD Worx are the European Market Leader in Payroll, HR & Time with 65,000 customers in more than 90 countries.

People bring life to business and work is a big part of life. We build payroll & HR services and solutions that contribute to the success of both companies and individuals. We have years of experience in our teams, and some of the most knowledgeable and influential people in the industry. We’re committed to sharing this expertise with you. We value the contribution of our colleagues and have a significant focus on personal development and career growth – it really is our people who make the difference! We provide a friendly and inclusive work environment and encourage innovation.

If you have the skills and character to make a positive impact at SD Worx, we’d love to hear from you!

Our Mission

For Life. For Work.

To make payroll and HR services essential for the continued success of companies and individuals.

 

Working at SD Worx means winning trust and taking responsibility, displaying initiative and most importantly, being energized by others. If you have a passion for HR, IT and Payroll Services, then we can promise you one thing: you’ll never get stuck in a rut at SD Worx. You will get the opportunity for self-development in the direction you want to go. You will learn from the best, so you can be at your best.