Salary: £35,000 - £60,000 DOE

Location: Wakefield, WF1 3SP (hybrid)

Would you like to join one of the largest providers of communications and IT solutions across the UK as a Senior Service Manager? The role of the Operations Manager is a respected, customer facing position with a holistic view of SWYPFT’s existing and future IT Service provision.  An internally and externally facing role accountable for the effective management of current, future, and retired services. Management of SWYPFT expectations throughout the service lifecycle, being responsive, communicative, and innovative in our engagements with SWYPFT and working closely with internal stakeholders across Daisy to deliver a positive customer experience.

Since being founded in 2001, Daisy delivers solutions and services serving more 2,000 UK businesses across all sectors – with a portfolio spanning Modern Workplace, Connectivity, Unified Communications, Cloud, Cyber Security and Operational Resilience.

About the role...

• Liaise with Account, Project, and Service Managers in the organisation to plan strategically.
• Full understanding of SWYPFT’s contract and obligations, identifying any gaps and risks and mitigating where required.
• Ensuring Underpinning Contracts are aligned with the customer-facing Service Level Agreements
• Enhances supplier relationships by developing and continually improving upon post-award supplier processes.
• Provides a level of technical guidance to key stakeholders working within the supply chain.
• Supports the development of supplier strategies, bid packages, and contracts to ensure customer objectives are aligned.
• Establishment of key external and internal stakeholder relationships and to act as a point of escalation to support strategic goals and opportunities for SWYPFT.
• Adherence to established governance structure as defined for the Service Management function - including KPI’s and measures against efficiency, quality, and cost to ensure SWYPFT are receiving value for money.
• Manage regular, structured and value add meetings with SWYPFT ensuring the appropriate preparation, data presentation and analysis, and action tracking.
• Management of the Service Management Reports, driving Continual Service Improvement Plans and Customer Satisfaction.
• Driving ITIL principles and promoting best practice.
• Provide an escalation point to both external and internal stakeholders related to incident, problem, and change.
• Provide input required in support of business reporting to inform internal and external stakeholders about specific aspects of the services.
• Manage Service Management improvements including delivering industry best practice, processes, and engagement models relative to SWYPFT.
• Provide an escalation point for allocated customer related complaints in relation to any aspect of the service, working closely with the other key stakeholders with respect to this, ensuing that these are followed up appropriately and closed off in a timely manner.
• Maintain in-depth knowledge of DCS products and service offerings, current and future; ensuring attendance and ownership of individual development where required to support the business
• Support the requirement for compliance to partner and external accreditations, e.g. ISO27001 and 20000
• Support Security requirements in the provision of the contracted services and be responsive to adhoc requests.

What do we need from you?

• Experience of previously working between customer and supplier.
• Demonstrated ability to communicate clearly and concisely both orally and in writing and lead effective meetings.
• Ability to work both independently and as part of a team.
• Strong communication and negotiation skills with a track record of success in influencing internal and customer stakeholders
• Proven ability to manage complex relationships with large scale customers with which to drive successful outcomes.
• ITIL understanding specific to Service Lifecycle.
• Strong knowledge of telecommunication and managed IT services.
• Demonstrable commercial acumen and experience of operating a Profit and Loss
• Work effectively with minimum supervision
• Excellent confident presenting skills with use of PowerPoint and other presenting media
• ITIL Expert or prepared to study to this level
• 5+ years’ customer facing service management experience for dedicated or multiple customers
• Relevant industry experience in the Managed Service Provider and Network & Telecommunications sectors
• Experience of Managing multi product services within Service Provider environment

Did we mention the perks?

We show our appreciation by providing various benefits and rewards to our employees that help make Daisy a great place to work and provide a great work life balance.

These include but are not limited to:

• Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us) + a holiday purchase scheme!
• Daisy University and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us.
• Hybrid, field and home based working - To ensure work WORKS for you.
• Enhanced family friendly policies – We are here to look after you and your nearest and dearest.
• Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team.
• The Exchange – Online discount platform for more than 1,200 retailers.

And many more – to see all the benefits on offer visit our Why work for Daisy page!

Ready to join us?

If you feel Daisy is the right workplace for you, we would like to hear from you!

Once you have applied online and have been shortlisted, our recruitment team will be in touch with you to arrange an interview and answer any questions you may have. This could be a face-to-face or a remote interview. The application process varies depending on the role and the level of experience needed.