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 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 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.
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!
For Life. For Work.
To make payroll and HR services essential for the continued success of companies and individuals.