Senior Service Manager

We understand that the best business partnerships are genuine, and trust comes easily when you have the right partner beside you. That’s why we place relationships at the heart of everything we do.
A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether.
The Service Manager is responsible for the achievement of all service elements within their key customer account(s) as defined within the Contract & Contract Schedules, and for demonstrating performance to key customer and Gamma stakeholders.
Gamma key contracts have a strong foundation in ITIL best practice, so extensive working knowledge of ITIL is required.
What will you be doing day-to-day?
Work to targets to achieve and exceed Key Performance Indicators (KPIs).
Understand the deliverables of the individual customer contracts with a view to develop and improve the service offered by Gamma to the customer throughout the lifecycle of the account.
Identify Service Levels not being met and liaise with involved departments to execute corrective action, lead Continual Service Improvement (CSI) as an imperative aspect of the Service Advocate role.
Help manage all service-related issues to successful conclusion. Provide a "dotted Line" into the Service Desk and act as a key escalation point for customer issues, problems and complaints.
Forge and develop relationships with key service stakeholders within the customer's business in order to cement an honest, productive working relationship.
Production of documentation to a very high standard, and presentation at regular customer and Gamma stakeholder meetings as defined within the customer’s Communication Plan.
Work with Gamma peers in the service / operational organisation in order to ensure that the effects of defects within Gamma operations that cause issues are vocalised.
Identify areas for improvement e.g. product, system or process, provide recommendations to support customer requirements for cost savings, growth, and technology refreshes.
Maintain an awareness of the prevailing UK market conditions and competitive landscape and exploit any opportunities arising from this knowledge.
Track all activity in the appropriate CRM systems following the defined processes and look for opportunities to improve or enhance the information in the systems.
What you’ll need
ITIL Certification Demonstrable experience of ITIL-based Service Management to large Enterprise customersService Now CRMHighlight Network MonitoringProactive approach as well as timely responsiveness to issues Able to manage and prioritise timeAbility to work under pressure to deadlinesData and/or telecoms productsSLA & KPI managementCapacity planning & demand managementManagement reportingRisk & issue management Revenue optimisation
What do we offer?
25 days holiday + bank holidays
Your birthday off
Private Medical Insurance
Electric Vehicle (EV) scheme
Pension plan
Enhanced maternity and paternity leave
A bit about us
Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.
Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.
If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves.We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you to create a work-life balance and enjoy working here at Gamma.Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.
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