Service Manager (Cease & Decommission)


We are looking for someone who wants to be part of a brand new opportunity to join our growing team as a Service Manager at our Leeds, Lincoln or Salford office. This is the perfect opportunity for a talented individual to join one of the UK's fastest growing MSPs, working on the latest, cutting edge technologies.

Role summary:

The Service Manager will be responsible for creating and owning the productised service offering cease and decommission management across the business. To be successful in this role you will need a demonstrable track record in effective leadership and management to be able to lead a new team of 2-3 Cease Co-ordinators to deliver high performance against agreed KPIs, OLAs and SLAs.

You will be expected to be a single point of contact to dealing with the Cease & Decommissioning process and lead improvement initiatives both within the team and throughout the organisation, working with stakeholders to influence process management activities across the business.

Key responsibilities:

  • Establish a new team responsible for the effective processing and administration of all cease and decommission requests to drive a complete matched book, clarifying roles and responsibilities and how the team will function across departments
  • Develop new processes to ensure the effective cease and decommissioning of internal and external projects
  • Demonstrate influence, a passion for change and the vision to identify the things that truly merit attention. Enthuse, excite and enlist the aid of others to accomplish them. Effectively manage priorities of your team, which may require focus as the demands of the business change
  • Understand the importance of match book. Ensure that services/cease projects are delivered on time, within budget and to the right quality, thus protecting against 'market erosion' through poor delivery. Provide analysis on cost erosion to the Service Director in order to identify cost saving opportunities and minimise risk to the business
  • Day to day management of the cease and decommission manangement team
  • Build, improve and develop processes that ensures each of the departments work together efficiently
  • Engage with third parties to ensure that ceases have been affected and that projects are complete. Manage the performance of suppliers to ensure that projects are closed and costs are recovered
  • Ensure appropriate resource management is in place to enable the optimum performance of the team so that MRR targets set by the business are delivered
  • Establish key performance metrics and support the collation of performance data that drives the function and supports organisational changes across their functional areas
  • Plan and manage internal audits and reviews of team structure, key processes and supporting information systems. Identify inefficiences and develop recommendations for improvements
  • Coach team members and develop appropriate education material to ensure that the knowledge, understanding and importance of operational structure, processes and informational systems compliance is clearly understood and bought into by their functional area

We are looking for someone who:

  • Has an in depth understanding of data & voice network, SfB, VoIP products and network monitoring
  • Is experienced in building and managing relationships with third parties and can strengthen these relationships with personal credibility and trust
  • Has strong financial and commercial understanding relating to products and services delivered across the business
  • Can inspire, influence and motivate individuals as a confident technical trainer and can engage at all levels across the team
  • Is highly organised and can develop effective resource and operational plans with a structured approach to measuring performance against specified metrics
  • Has experience in developing and measuring operational processes in order to drive operational and financial efficiency
  • Can assimilate all project and billing data in order to prioritise issues, and can communicate effectively across all areas using analysis and reporting methods