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Job description

The IT Account Manager oversees a number of key functions within the Services department that enable the delivery of a high-quality service to end-users, and ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder-facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Roles & Responsibilities

Service Delivery

· Maintain high performing service support functions including IT Service Desk, Desktop Support

· Support of the Project Management Office

· Ensure service take on is accepted to agreed standards

· Ensure that all Incident, Request, Problem, Change, Event, Vendor, and Escalation processes are maintained.

· Ownership of client escalation processes including Major Incident & Post Incident Review

· Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed

· Champion Service and Support in projects whilst developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed

· Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

· Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

· Look to highlight and assist in commercials opportunities that generate profit through upselling services, products and technologies

· Work with internal teams to ensure that monitoring, patching and anti-virus updates are in place and report this within the Monthly Service reviews.

· Work with peers and the Head of Technical Services to evolve standards for hardware, software and security in the IT environment

· Maintain ITSM reporting suite and develop action plans and CSI activities from the output

· Ensure you can provide financial information for all customers

· Work with Head of Business Operations to maintain ISO standards for our service offerings

Essential:

· Able to demonstrate the ability to undertake the above responsibilities

· Legally able to work in the country in which the position is based

· A passion for Service Improvement

· Experienced Service Management professional

· ITIL Qualified

· Previous experience as a Team Lead or demonstrable experience in leading virtual teams

· Experience in managing 3rd parties and 3rd party delivered services

· Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

· Excellent leadership and people management skills

· Excellent written and verbal communication skills

· Excellent customer facing/customer service skills

· Able to work under pressure and meet deadlines

· Able to demonstrate a high degree of flexibility including shift and out of hours working

· Excellent organisational skills

· Able to manage sensitive and sometimes confidential information

· Self-motivation and able to take responsibility

· Able to manage and prioritise tasks and time efficiently

· Able to demonstrate initiative and a proactive approach to daily tasks

· The ability to demonstrate experience in a customer-facing role within the IT industry

· Business Knowledge and commercial awareness

· Willingness to support and mentor junior staff if required

Desirable:

· Expert knowledge of ITIL disciplines

· A proven track record of service management delivery for a large corporation

· History of successful mentorship

· Proven track record in driving innovation

Job Types: Full-time, Permanent

Salary: £30,000.00-£35,000.00 per year

Benefits:

• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Commission pay

Experience:

• Account management: 1 year (preferred)
• sales: 1 year (preferred)

Work Location: Remote