Service Management Lead

Service Leads in ANS are dedicated to maintaining a customer obsessed approach throughout the transition from Sales to Service and throughout BAU engagement. Whilst driving exceptional customer experience, they will have people management responsibilities along with being the accountable leader for our customers. Service Leads are responsible for the well-being of their team, performance, and owning the delivery of operational or strategic projects as required by ANS.

What will I be doing?

CSMs are responsible for a range of activities critical to the success of customer engagements and to ANS, including but not limited to:

• Drive continuous service improvement including but not restricted to:


o Maintain/increase ANS' Customer Satisfaction levels

o Service Portfolio including SDDs, Service Descriptions, Service Onboarding and Service Reporting

• Be part of the final sign-off for acceptance of projects into BAU service utilizing the Project Management processes


• Drive continuous service improvement across the on-board process including but not restricted to:


o Improved efficiency of ANS delivery

o Ownership of the STAC

o Identify customer trends/ lessons learned

o Maintain/increase ANS' Customer Satisfaction levels

o Process improvements

• Ensure Training and Development plans for all team members are aligned to business requirements


• Mentoring, Training and Development of team members


• Maintain audit readiness of the CSM team


• Support team members in driving customer progression through DX score


• Responsible for the renewal reporting, specifically on the lost forecast for the P&L


• Responsible for identifying risks to contract start dates and mitigate where possible


• Assist the Head of Customer Success with the implementation of Managed Services strategic goals


• Account allocation of CSMs for net new wins
  
  Strong experience in CSM, IT Service Management and IT Operations


• ITIL or Agile aligned


• Managing customers (Internal or External)


• Escalation management


• Track record of delivering CSI at a customer, process or service level


• An excellent customer facing persona, strong communication skills, and ability to communicate at all levels including executive


• Highly organised and self-motivated


• Strong time management and prioritization skills
  
  At ANS, we've created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative - and we do it like no other. We invest in our people. In training, development, health and more - we give you the benefits and flexibility to maintain a happy work-life balance.


We're proud of the inclusive, fun, dynamic environment we've created. It's a safe space that works for all. You don't have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.

What's in it for you?

With fantastic benefits, an inclusive culture, and a cool office space, we're your kind of workplace.

Company benefits

• As standard: 25 days' holiday, plus you can buy up to 5 more days


• A little extra: we'll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days' additional holiday in the year you get married. Oh, and 5 volunteer days!


• Private health insurance


• Pension contribution match and 4 x life assurance


• Flexible working and work from anywhere for up to 30 days per year (some exceptions)


• Maternity: 16 weeks' full pay, Paternity: 3 weeks' full pay, Adoption: 16 weeks' full pay


• Company social events - get ready for a jam-packed calendar


• Electric car scheme


• 12 days of personal growth development time