SERVICE MANAGER

We are a technology business operating in the global energy sector. ENSEK have become the go-to option for top energy suppliers across the globe. Why? Because our technology is a significant step change away from the legacy systems that have historically dominated the market. It’s also massively cheaper to adopt the ENSEK solution, with no loss in customer service or standards. But by far the biggest reason why ENSEK is the best choice in energy supplier software, is because of the people who work here and their endless enthusiasm, energy, and the way they support their colleagues. All our clients comment on what great people we have. Our people are our superpower. That is where you come in. Focused on delivering exceptional services for our customers, the Service Manager will oversee the performance of specific SaaS solutions and the consequent service delivered to customers. The role will focus on understanding and improving service delivery, collaborating with cross-functional teams to enhance service quality, and acting as the face of the service for customer stakeholders. The ideal candidate will have a good technical understanding of software, good analytical skills and be a strong communicator with the ability to ensure continuous service improvements. Energy industry experience is an advantage. Key responsibilities: Manage the end-to-end delivery of services, ensuring they meet or exceed defined service levels & KPIs. Obtain an in-depth knowledge of the service using your analytical skills to gain a 360 degree view of the service to understand performance and improvement opportunities, this includes owning Problem Management and consequent implications for services. Monitor the performance of the service, including working to proactively identify & resolve service impacting problems. Conduct regular capacity reviews, identifying potential bottlenecks, and proactively implementing solutions ensure we continue to meet future customer needs. Implement, review, and refine service management processes and procedures to ensure efficiency and effectiveness. Implement, review, and refine service management processes and procedures to ensure efficiency and effectiveness. Drive initiatives aimed at enhancing service quality, efficiency, reliability, and customer satisfaction. Work collaboratively with cross-functional teams including Product, Engineering & Service teams to implement service improvements. Support the Incident Manager in the event of a major incident to ensure swift resolution & quality customer communications. Proven track record in managing and improving service delivery processes. Customer oriented with a strong focus on quality service. Attention to detail with the ability to interrogate, understand & interpret data enabling clear decision making. You will have a good understanding of the ITIL framework, with the ability to identify clear areas for improvement within the various service management areas. You are proactive - you see issues on the horizon and work to get ahead. Take a collaborative approach and foster strong working relationships across other departments within ENSEK & our customers. Excellent communicator with the ability to simplify complex topics and influence senior decision-makers across the business. A flexible attitude and able to thrive in a high-pressure environment. Willingness to work in a fast-moving matrix environment and experience and understanding of true teamwork. Experience in Energy/Utilities would be advantageous but not essential Flexibility We are a flexible employer and very much open to finding arrangements that suit your lifestyle. This can include remote working, flexible work arrangements and all or any combinations in between. We’ll do our best to flex around you and your life. There will be a requirement to attend our Nottingham office and d ependent on your role to attend client sites. Benefits 33 days holiday including 8 bank holidays. Option to buy or sell 5 extra days per year. An extra day off for your birthday. 2 days per year for volunteering Vitality health insurance. Death in Service at 3x Salary Prioritised mental health support in house and externally. EAP In Person Engagement Events Option for salary sacrifice pension Added Incentives with Vitality 50% Off Virgin Active membership. Heavily discounted Apple watch. Regular health & fitness checks. Café Nero coffee each week. 25% off healthy food at Waitrose. Free cinema tickets.