1 of 1 Contract Service Management Jobs in Bedford

and support the delivery of the High Touch Technical Support programme to major customers Ensure follow-up and closure of critical incidents, providing consistent updates and resolution progress Monitor service alerts and new support cases, driving them to resolution Act as a key liaison between internal teams and customers, ensuring smooth communication and issue management Use collaboration tools … phone, email, video conferencing) to maintain a strong customer relationship Conduct root cause and operational analysis in collaboration with engineers and technical teams Produce reports, service-level calculations, and trend analysis Participate in and lead service review meetings with customers What We're Looking For: DV Clearance (Developed Vetting) - Required to be active Service Management experience … Required Proven incident management experience (5+ years) Demonstrated conflict management skills in customer-facing environments Familiarity with ITIL frameworks (ITIL v4 Foundation desirable) Technical knowledge in networking (desirable) Experience in vendor management and working within SLA-driven environments Exposure to Lean Six Sigma methodologies is an advantage CCNA and/or Cisco Certified Support Technician (CCST) - Preferred More ❯