|Job Ref:||204802177||Employer:||cv-library.co.uk||Job Type:||Permanent||Country:||United Kingdom||County/State:||London||City:||East London||Address:||Post Code:||E1||Salary:||£NEG Competitive Salary + bonuses + benefits||Post Date:||18/10/2016 02:20|
IT Service Centre Quality Manager|
We have an opportunity for Quality Manager to join our client's European customer service centre in London, which supports Data Centre managed service customers across the region. Working alongside the Service Manager, the Quality Manager is responsible for managing a small team of Quality Assurance Coordinators and ensuring best possible customer experience alongside maintaining best service management practices.
In a nutshell:
The Service Centre Quality Manager is responsible for managing a team with the following remit:
* Customer Care e.g. Complaint handling processes, escalation processes.
* Audit and Compliance
* Change Management & Administration.
They're responsible for overseeing and implementing best practice, in line with ITIL, e.g. for Incident Management and Reporting.
They oversee SLA and KPI compliance for European customers.
Implement Continuous Improvement Plans (CIPs) for the Service Support Teams
Liaise with Quality Managers across Europe to ensure best practice at all European Data Centres.
What we're looking for:
1 ITIL certified or extensive experience working in an ITIL environment.
2 Experience working in a similar international IT Service Centre environment.
3 Focus on implementing Customer Experience improvement initiatives, with demonstrable success.
If this sounds like a role you could be interested in, please apply here or e-mail a copy of your CV for more information.
IT Service Centre Quality Manager
Project People Ltd is acting as an Employment Agency in relation to this vacancy