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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Birmingham, Bracknell, Bristol, London, Manchester
    Job ID: 167412
    Company: SCC

    We are SCC – Specialist Computer Centres – Europe’s leading provider of IT services and solutions. Demand for our data-centre services continues to grow both from existing and new customers creating a real career opportunity for a talented individual to join us at our Birmingham headquarters as a Technical Services Manager.

    Overall Job Purpose:

    Technical Service Managers, or TSMs, take accountability for customer technology services delivered by SCC Data Centre Services teams and leading technology conversations up to CIO level.

    They are DCS’s ambassadors with our customers and in turn act as the technical voice of the customer internally.

    They act as a point of escalation, ensure SCC governance is optimal and share key customer knowledge that enables shared support teams to deliver an effective technology service.

    TSM’s do all of this whilst ensuring that our customers have a trusted technical partner they can call on as part of the team that adds value, technical guidance and supports technology decision making with their business.

    The role includes matrix management, providing technical governance, assurance and guidance to internal teams delivering services to aligned accounts but also plays a key role in supporting the SCC service management and account teams in delivering day to day service acting as technical advisory.

    Main Duties of the Job:

    •      Ensure efficient and effective delivery of services to customers, acting as the customer voice internally.

    •      Directly interact, support and advise clients, account managers, service delivery management, technical teams and 3rd parties in order to co-ordinate rapid and effective response to major incidents or business challenges that arise.

    •      Provide technical guidance, advice and support to the account and service management teams in order to ensure optimal technology service delivery.

    •      Ability to lead technical experts in a reasoned and logical manner to explore all possible solutions to business challenges.

    •      Where contracted by the customer, proactively manage IT service continuity (DR) solutions for data-centre ustomers.

    •      Manage technical risks and issues in order to recommend technical and service improvements aligned to DCS services and drive forward the best outcome for SCC and the customer.

    •      Recommendation of technology upgrades that will benefit the Customer business, based on their existing contracted services, and SCC service offerings/roadmaps

    •      Technical validation of technology changes to evaluate the fit to the Customer infrastructure and to ensure value for money of any deployed technology.

    •      Technical Lead on the Change Approval Board, having final authorisation for any technology to be deployed in agreement with the Customer.

    •      Provide Technical Input into the implementation of a formal CSIP with the Customer Service Manager (CSM), and take accountability for ensuring relevant technical information, benefits, risks, expected outcomes and costs, are understood by the Customer

    •      Where contracted, attend monthly BCP committee meetings acting as a focal point towards IT Service Continuity

    •      Facilitating quarterly technology workshops. These workshops will also include:

    •      Where requested by the Customer, assist with the provision of data into the Customers financial planning activities.     

    Key Deliverables:

    ·         Technical Service Improvement Plan (TSIP for each aligned customer)

    ·         Technical Risk and Issues Log – Identification and mitigation recommendations for risks in customer environments

    ·         Ownership of customer technical/service strategy and roadmap (in conjunction with architectural resources)

     

    Attributes of Successful Candidate

    ·         Passionate about technology

    ·         Proven ability to manage in a Matrix environment

    ·         Determined, can-do attitude

    ·         Ability to work on own as well as part of a team

    ·         Meticulous approach, effective written and oral communicator

    ·         Ability to find problems/issues and come up with best practice solutions to fix

    ·         Ability to work in a fast paced, deadline intensive environment

    ·         Excellent customer service and organisation skills

    ·         Professional and presentable at all times

    ·         ITIL operationally focussed

     

    Skills Knowledge & Experience


    Skills, Knowledge & Experience:
    ·         Excellent all round understanding of multiple technologies and the elements of an End-to-End service (Workstation, Application, Network, Virtualization, Storage).  SME-level of at least one of these technologies.

    ·         Senior level IT Management and leadership experience within a Data Centre or managed services environment.

    ·         Ability to inspire, lead and provide guidance to technical and non-technical teams in IT operational environments.

    ·         Ability/experience to break down an incident into technology and service components to methodically work with relevant teams to plan and restore IT services

    ·         Excellent communications skills, both oral and written.

    ·         Ability to disseminate the right level of technical or solution information intended for the correct audience.

    ·         Excellent documentation skills across technical, process and customer facing documentation.

    ·         Strong customer facing experience.

    ·         Confident character with the ability to deal effectively at senior level management down to junior technical engineer level.

    ·         Commitment to exceed customers’ expectations.

    ·         ITIL knowledge/accreditation specializing around operational Incident/Problem and change management.