Service Management Team Lead

The role

As a Service Management Team Leader within the Customer Success Unit you have direct people management responsibilities and serve as the accountable Manager for the customers assigned to your team alignment with ITIL processes and working closely with the Senior Manager you are responsible for ensuring your teams performance driving LIOS initiatives and advocating for the customers perspective.

What will I be doing

• Drive a high-performance customer-focused culture centered on innovation accountability and service.
• Hold regular team meetings and one-on-ones to foster engagement.
• Support team development through coaching and training.
• Maintain ITIL-compliant documentation and service records.
• Identify and manage SLA risks.
• Contribute to service reviews and customer satisfaction projects as needed.
• Collaborate across CSU and business teams for end-to-end service excellence.
• Help implement Service Management strategy with Senior Manager.
• Ensure policy and security compliance.
• Act as escalation point for our Tier 4 customers and escalate issues to service desk and senior management.
• Manage major incident communications and ongoing issue escalations driving OFIs.
• Demonstrate commercial awareness and support team growth opportunities.
• Ensure accurate forecasting data for Board reports.
• Provide coverage for Senior Manager within Service Management team.

What will I bring to the role

• Proven experience in Service Management and ITIL processes
• Excellent communication interpersonal and stakeholder management skills.
• An analytical mindset with a focus on continuous improvement
• Knowledge of the ANS customer journey
• Proactive attitude to set the standard of what good looks like across the team
• Eye for detail that will drive continual process improvement

Soft skills:

• Excellent communication skills
• Confidence
• Organised
• Team Building
• Time management

At ANS weve 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 training development health and more we give you the benefits and flexibility to maintain a happy work-life balance.

Were proud of the inclusive fun dynamic environment weve created. Its a safe space that works for dont have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more atLinkedIn pages.

Whats in it for you
With fantastic benefits an inclusive culture and a cool office space were your kind of workplace.

Company benefits

• As standard:25 daysholiday plus you can buy up to5 moredays
• A little extra:well give you yourbirthday offand an extracelebration dayfor whatever you want!Tying the knotYou get 5 days additional holiday in the year you get married. Oh and 5volunteer days!
• Private health insurance
• Pension contribution match and 4 x life assurance
• Flexible workingandwork from anywherefor 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

ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly regardless of age disability gender reassignment gender expression marriage and civil partnership pregnancy and maternity race religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.