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ITIL Customer Service/Relationship Manager

  • Job reference: 27562
  • Location: Bromley
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £60000 - £75000 per annum

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Position - ITIL Customer Service/Relationship Manager

Location - Bromley

Salary - £55,000-70,000

I am working with a FTSE 100 general insurance group, who are actively seeking an ITIL Customer Service/Relationship Manager, to join their growing IT Service Management function. The ITIL Customer Service/Relationship Manager will establish, own and develop relationships between the business and IT to understand customer feedback, promote change/introduction of new technology and improve the delivery of IT services.

Responsibilities will include...

  • Relationship management with assigned business directorates.
  • Chair end user service reviews and service reporting - also use 'Voice of the Customer' or similar process, to ensure appropriate customer service update and feedback channels are in place.
  • Understand demand for new or changed services - document and prioritise requirements as required.
  • Input into service design, service catalogue, and process design and tool configuration.
  • Provide primary point of contact for the key business stakeholders of Technology Service Operations.
  • Own actions to resolve and / or escalate issues and improvement actions with customers.
  • Promote and embed service catalogues, service management processes, tools, suppliers and standards within the target end user community.
  • Ensure the service catalogue is understood, and the services meet business requirements
  • Provide reports, analysis and insights on service performance.
  • Collaborate with Technology Business Partners and other Technology Services functions.
  • Identify opportunities for service innovation and continuous service improvement.
  • Support the roll out of Technology projects and initiatives. Assess the impact of new services or changes to existing services and support planning and implementation of changes.

Key Requirements/Qualifications…

  • Demonstrable experience of working in a Service Relationship role.
  • Ability to demonstrate experience great interaction skills throughout a large organisation.
  • Experience of working in a mixed Internal and External outsourced model.
  • Experience of driving commercial and operational value from existing and new partners.

This is a fantastic opportunity to join a growing team within a fantastic FTSE 100 organisation; to find out more please contact chris.byrne@lafosse.com on 0207 932 1672.

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