Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:
Being part of the Delivery Team, facilitating the resolution of complex technical and business problems, which have an impact on technical and financial results of the company ensuring the highest level of operational service delivery.
Being the main point of contact for customers, ensuring that contracts are in place and/or renegotiated, and the queries are resolved or escalated in the appropriate manner.
Ensure that Service Levels comply with contractual deliverables on a day-to-day basis
Agreeing contractor assignment milestones and performance checkpoints
Attending periodic reviews as required with our customers to develop and implement any improvements to the service provided.
Facilitating a prompt response to requirements in line with customer expectations.
Work closely with Senior Service Delivery Manager in attending regular Managed Service meetings and ensuring a high level of customer satisfaction in this area.
Scheduling technical resources in a professional and flexible way with a workable process which will ensure suitable cover at all times for both project work and customer support
Assisting in the continual development of key maintenance clients both current and new generation.
Line management of technical delivery team.
Assistance with the planning and design of new installations
Help to build relationships with both internal stakeholders and partner organisations
Attend meetings as required to discuss service management
Contribute to the overall development of the company’s internal systems and customer base.
Out of hour escalation cover
Service delivery experienceStrong technical experience including but not limited to;
VMware, Cisco, EMC, Citrix and Microsoft
Willingness to travel
Line management experience
Articulate and a clear communicator
Be a customer advocate
Have the ability to converse technical terms and definitions to a non-technical personnel
Good at report writing
Attention to detail
Enthusiastic and committed
Interested in Continual Service Improvement
Assertive without being aggressive
Good team player
Good at multitasking
Conditions of Employment:
Salary: The salary and benefits for this position will be determined according to the experience of the person appointed.
General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Novosco Ltd operates a Non Smoking Policy. Novosco Ltd is an Equal Opportunities Employer.
Applicants are advised that Security Clearance or Access NI Basic Disclosure will be requested to assist with the decision making process. Disclosure information will not be used unfairly and criminal records will not necessarily prevent you from being successful in your application. A copy of Novosco’s policy on ‘The Recruitment of Ex-offenders’ and ‘The Secure Handling, Use, Storage and Retention of Disclosure Information’ is available to all applicants on request”
This job comes with several perks and benefits
Get your caffeine fix to get you started and keep you going.
Kids are the future, go spend time with them.
We take care of you, even when you are old and wrinkly.
Social gatherings and games; hang out with your colleagues.
Time is precious. Make it count. Morning person or night owl, this job is for you.
Easy access and treehugger friendly workplace.