Service Transition Manager
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Job Location:
Manchester - UK
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
The role
As a Service Transition Manager you willdrive exceptional onboarding outcomes for Managed Services customers and for ANS. Youll take ownership of the customer experience throughout onboarding and ensure that ANS meets its internal onboarding KPIs.
Reporting into the Head of Managed Services as part of the MS Senior Management Team (SMT) you willwork across all internal stakeholders involved in onboarding services for customers. Youll provide governance own processes lead continuous service improvement (CSI) manage escalations and deliver customerfacing support to the Customer Success Unit as part of onboarding engagements.
What will I be doing
Governance
- Improve and maintain reporting across all technologies.
- Ensure STAC criteria are followed for every onboarding.
- Train stakeholders involved in onboarding.
- Deliver monthly onboarding status and service reports (STAC compliance CSAT/NPS).
- Attend IKOM and handover meetings to advocate for customer experience and ensure STAC and service acceptance are complete.
- Identify onboarding risks delays and D365 governance gaps.
Customer
- Maintain a customerobsessed approach from Sales to Service.
- Provide customerfacing onboarding support for CSMs.
- Collect customer feedback through interviews and NPS.
Process Ownership
- Own SDP19 Customer Onboarding and all Service Onboarding & Transition processes.
- Ensure all required documentation is in place (STAC onboarding materials prerequisites).
- Chair weekly MS Contract Board.
- Oversee transition of new/changed services into BAU.
- Define and manage onboarding escalation pathways.
- Manage the VoC process.
Continuous Service Improvement
- Enhance processes and tooling to improve efficiency and governance.
- Drive improvement in onboarding including delivery efficiency STAC version control trend analysis and customer satisfaction.
- Work with Solution Area Leads to improve BooktoBill and overall customer onboarding experience.
What will I bring to the role
- Strong experience in CSM IT Service Management orIT Operations
- ITIL or Agile aligned
- Managing customers (Internal or External)
- Escalation management
- Track record of delivering CSI at a customer process or service level
- Proven track record of delivering excellent service onboarding outcome for customers
- Desire to build strong commercial understanding of business opportunities and risks relating to service onboarding
- An excellent customer facing persona strong communication skills and ability to communicate at all levels including exec
- Someone who is organised and self-motivated
- Strong time management and prioritization skills
- Ability to influence and lead multiple stakeholders with different priorities
Why work for ANS
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.
The Benefits
The Benefits
Work from anywhere
Private Medical
Pension Scheme
Life Assurance
Volunteer Days
Electric Vehicle Scheme
Personal Development Days
Ride to Work Scheme
Documents
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
