Service Management Team Lead

The role
As a Service Management Team Leader within the Customer Success Unit, you have direct people management responsibilities and serve as the accountable Manager for the customers assigned to your team members. In alignment with ITIL processes and working closely with the Senior Manager, you are responsible for ensuring your team's performance, driving LIOS initiatives, and advocating for the customer's perspective.
What will I be doing?

• Drive a high-performance, customer-focused culture centered on innovation, accountability, and service.
• Hold regular team meetings and one-on-ones to foster engagement.
• Support team development through coaching and training.
• Maintain ITIL-compliant documentation and service records.
• Identify and manage SLA risks.
• Contribute to service reviews and customer satisfaction projects as needed.
• Collaborate across CSU and business teams for end-to-end service excellence.
• Help implement Service Management strategy with Senior Manager.
• Ensure policy and security compliance.
• Act as escalation point for our Tier 4 customers and escalate issues to service desk and senior management.
• Manage major incident communications and ongoing issue escalations, driving OFIs.
• Demonstrate commercial awareness and support team growth opportunities.
• Ensure accurate forecasting data for Board reports.
• Provide coverage for Senior Manager within Service Management team.
  

What will I bring to the role?

• Proven experience in Service Management and ITIL processes
• Excellent communication, interpersonal, and stakeholder management skills.
• An analytical mindset with a focus on continuous improvement
• Knowledge of the ANS customer journey
• Proactive attitude to set the standard of what good looks like across the team
• Eye for detail that will drive continual process improvement
  

Soft Skills

• Excellent communication skills
• Confidence
• Organised
• Team Building
• Time management