Service Improvement Manager

Are you experienced in service improvement? Looking for the next step? Join a dynamic team that focuses on continuous Service Improvement across a number of strategic customer accounts for one of the worlds largest IT brand in Dublin 15.

Job description
As the Service Improvement Manager you will be responsible for overseeing the successful resolution of high profile client service delivery problems and improvements associated with service transition, service delivery or service transformation across our entire customer base.

You have a good understanding of a wide array of IT technologies to fully understand the details of services that can be provided. You will need to possess analytical capability to identify issues in technical and business problems.

You are a strong team player and will support management through positive and proactive participation within the team and active collaboration with colleagues as appropriate. You will have the ability to establish strong internal and external relationships to facilitate the achievement of strategic and operational objectives. You will be comfortable acting as the Champion of a service and will have the ability to understand and build

Responsibilities include:
*Leading our programmes that delivers service improvement, service innovation and productivity improvements.
*Setting targets for improvements in service quality and resource utilization.
*Creating and managing Service Implementation Plans (SIP's) to realise improvements.
*Pro-actively driving programmes to ensure that all approved actions are completed and that they achieve the desired results within Service Delivery.
*Advising account facing teams of engineers on the most efficient and cost-effective ways to deliver quality service
*Where service improvement is required, ensuring that a clear plan is established, and agreed with the appropriate parties on how to move forward consistently
*Ensuring that service failures/penalties as a result of service delivery issues are captured, monitored and trends detected enabling proactive actions to prevent future occurrence
*Ensuring and that root-cause analysis of client service issues is conducted and learning is shared and applied for future benefit

Requirements:
*Significant industry experience in computer science or business administration or a related field
*Demonstrable experience of having designed and implemented significant customer satisfaction improvements as well as productivity improvements
*Strong experience of IT, service delivery or consulting coupled with project and client interaction experience
*Strong understanding of change management, problem management, incident management, demand planning, request fulfilment and knowledge management.
*Experience in discussing technical issues with people at all levels (Customers, Vendors, Service & Business Partners and other Technology Services teams)
*Currently living in Ireland and hold an EU passport or Irish Visa stamp 4

Benefits:
Salary: 50k Euro annually + a bonus up to 5k annually
Contract length: 6 months with Manpower onsite
Location: Dublin 15
Subsidised canteen, social club and healthcare plan, 23 days holidays and 9 public holidays

Please apply online to receive more details. We thank all applicants for their interest, due to the high number of applications only candidates with relevant service Improvement experience will be contacted.