Senior Service Manager

We understand that the best business partnerships are genuine, and trust comes easily when you have the right partner beside you. That’s why we place relationships at the heart of everything we do.

A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether.

The Service Manager is responsible for the achievement of all service elements within their key customer account(s) as defined within the Contract & Contract Schedules, and for demonstrating performance to key customer and Gamma stakeholders. 

Gamma key contracts have a strong foundation in ITIL best practice, so extensive working knowledge of ITIL is required.

What will you be doing day-to-day? 📞

• Work to targets to achieve and exceed Key Performance Indicators (KPIs).
• Understand the deliverables of the individual customer contracts with a view to develop and improve the service offered by Gamma to the customer throughout the lifecycle of the account.
• Identify Service Levels not being met and liaise with involved departments to execute corrective action, lead Continual Service Improvement (CSI) as an imperative aspect of the Service Advocate role.
• Help manage all service-related issues to successful conclusion. Provide a "dotted Line" into the Service Desk and act as a key escalation point for customer issues, problems and complaints.
• Forge and develop relationships with key service stakeholders within the customer's business in order to cement an honest, productive working relationship.
• Production of documentation to a very high standard, and presentation at regular customer and Gamma stakeholder meetings as defined within the customer’s Communication Plan.
• Work with Gamma peers in the service / operational organisation in order to ensure that the effects of defects within Gamma operations that cause issues are vocalised.
• Identify areas for improvement e.g. product, system or process, provide recommendations to support customer requirements for cost savings, growth, and technology refreshes.
• Maintain an awareness of the prevailing UK market conditions and competitive landscape and exploit any opportunities arising from this knowledge.
• Track all activity in the appropriate CRM systems following the defined processes and look for opportunities to improve or enhance the information in the systems.

What you’ll need 🚀

• ITIL Certification
• Demonstrable experience of ITIL-based Service Management to large Enterprise customers
• Service Now CRM
• Salesforce CRM
• Highlight Network Monitoring
• SolarWinds
• Cisco ISE
• Forescout
• Commercial awareness
• Proactive approach as well as timely responsiveness to issues Able to manage and prioritise time
• Ability to work under pressure to deadlines
• Data and/or telecoms products
• SLA & KPI management
• Capacity planning & demand management
• Management reporting
• Risk & issue management
• Revenue optimisation

What do we offer? 💰

• 25 days holiday + bank holidays
• Your birthday off
• Private Medical Insurance
• Electric Vehicle (EV) scheme
• Pension plan
• Enhanced maternity and paternity leave
• Share-save scheme

A bit about us 🏢

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.