Service Operations Centre (SOC) Manager

14 Oct 2016
04 Nov 2016
Contract Type
We are currently recruiting for a Service Operation Centre (SOC) Manager to join our existing team located in the Warrington office. With over 1000 tickets raised every month the SOC team provide first line support to our customers both over the phone and via email for our bespoke telecoms billing and customer management software. In this role, you’ll provide management and leadership to the customer facing team, ensuring that service levels are met and communication with our customers is timely and effective. You’ll take accountability for, and ensure the continuous development and improvement of the team processes, which in turn will drive high levels of customer satisfaction. You will build strategic highly effective relationships between MDS and its’ customers. Working alongside the Service Delivery management team, you’ll be a point of escalation during incidents and will provide guidance and support out of hours on occasion. Our core values are central to who we are and how we do business. At MDS you will be expected to collaborate positively, have a passion to succeed, be prepared to take smart risks, possess leadership qualities, be able to flex your expertise and use your strong sense of customer focus to exceed expectations, every day. You are: · A strong people manager · Able to deal with conflict with confidence and assertiveness · Customer focused · Organised, with the ability to prioritise your workload effectively · Passionate about continuous improvement · A effective communicator at all levels, both verbally and written · Able to build lasting relationships, both internally and externally · Able to influence others and challenge when needed · A good decision maker · Analytical You have: · Proven experience working within an IT service environment and have led a service desk or incident management team · Experience of process definition and implementation · Experience of the management of Continuous Service Improvement cycles · ITIL accreditation (V3 foundation or above) · Experience of managing key/senior customers and building highly effective customer relationships · Proven experience of managing teams including all aspects of people management including personal development, appraisals and management of underperformance · Knowledge of ITIL framework · Experience of incident and major incident management · Experience of working with Service Level Agreements and SLA reporting · Service desk toolsets including helpdesk system · Experience of delivering services to external customers of your company which are underpinned by penalties and or service credits and liquidated damages You may have: · Technical ability and experience of application management · Telecoms knowledge · Experience working with billing systems This job was originally posted as

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