Service Manager

Salary Competitive
Service Manager.Location - London – Manchester – Nottingham - Hybrid working model.Fixed 12 Month Contract.Competitive Salary plus benefits.Role. In the role of Service Manager, you will work closely with other functions within Operations and DCC teams to become a key figure in the DCC for delivering excellent customer service. This is an exciting role in a highly dynamic environment with a multi-layered systems landscape making the task of maintaining service integrity even more challenging.
The role holder will be responsible for the end-to-end management of a portfolio of DCC customers, and the delivery of the DCC service offering to that portfolio. What will you be doing? Accountable for the delivery of the DCC Service Review documentation for a portfolio of DCC Users
Conduct monthly Service reviews, this may involve difficult topics, calling out where customers maybe underperforming or not meeting regulatory obligations. Collaborate with 3 rd
party and SMEs to discuss and agree way forward for customer pain points.Handle any ad hoc customer comms that may require urgent attention to action.Hold regular status calls with Service users and drive actions where applicable.Facilitate workshops / deep dives on hot topics impacting service performance.Provide advice, support and guidance on matters concerning the provision of services across the business both to the customer and internally. To be considered as a point of reference through the DCC organisation.Ensure the identification and resolution of issues relating to services, systems, software, and changes as specified in the service provider contracts.Identify and resolve issues relating to services as specified in the service provider contracts. Including effectively managing via a matrix managed support organisation whilst targeting successful contractual SLA attainment in a large and complex multi-vendor technical environmentBeing Commercially risk and contract management aware, raising the necessary risks and escalating when required.What we are looking for.To have the depth of knowledge and strength of character to provide leadership, ensuring positive outcomes are attained in difficult and challenging situations.Excellent understanding of process delivery, including strong influencing and negotiating skills; especially at Senior Management level and Board level.Previous demonstrable experience building relationships with customers within a regulatory framework.Understanding of the key principles of the General Data Protection Regulation and their practical application in service delivery and complaint handling.Making sense of complex information to inform critical decision making.Ability to work to targets and tight deadlines with excellent attention to detail. . Knowledge and understanding of service management in the energy sector would be advantageous.B2B Service management experience in a complex multi-supplier environment.About the DCC:At the DCC, we believe in making Britain more connected, so we can all lead smarter, greener lives. That desire to make a difference is what drives us every day and it wouldn’t be possible without our people. Each person at the DCC brings a special kind of power to the business, and if you join us, we’ll give you the means to unleash yours. Here, we depend on each other and hold each other accountable. You have the power to challenge and make change, to take the initiative and enjoy real responsibility. Whether it’s doing purposeful work, helping us grow or building the career you want – we’ll give you the support to do it all. Our secure network for smart meters is transforming Britain’s energy system and helping the country’s fight against climate change: we want you to be part of our journey.Company benefits:The DCC’s continued success depends on our people. It’s important to us that you enjoy coming to work, and feel healthy, happy, and rewarded. In this role, you’ll have access to a range of benefits which you can choose from to create a personalized plan unique to your lifestyle.Join the DCC and discover the power of you.What to do nowChoose ‘Apply now’ to fill out our short application, so that we can find out more about you. If you have any questions you’d like to ask before applying, please contact ##### Capita Opportunity StatementThe parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes. We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions. You’ll also become part of a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do deliver. Our purpose is to create a better outcome for you.
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