Job Description

Do you want to work with great people? Looking for the opportunity to progress and further develop your career? We’re currently recruiting and would love to speak with you about how SSP could be the right place for you. Please read on for further information.

To provide an operational point of contact to the client, manage the performance of client services (as per their contracts), while ensuring the governance, control, and communication of services.

Main Area of Responsibility

• Understand the contract schedules relevant to Service Delivery and ensure that Service Delivery meets the agreed service targets
• Create and maintain a catalogue of contracted services and client knowledge (including but not limited to services, technology, risk register)
• Provides customer support (including but not limited to high level technical advice / guidance on products and services, helps customers to clarify their requirements for new or updated products / services, conducts service performance reviews, handles first level escalations, helps identify and plan key milestones or specific periods of demand)
• Participate in the Major Incident Management process, as a representative of the Client (or Client knowledge) in business hours and as the Major Incident Manager out of hours
• Participate in Problem Management, feed into the RCA, helping to prioritise actions and escalate within the wider business for support
• Participate in Change / Release Management, as required (i.e., attending CAB, providing approvals, coordination activities)
• Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensuring that operational processes and procedures are in place to ensure seamless support for the Client and business, including facilitating this action across the business
• Proactively participate in the service improvement process
• Proactively analyse patterns and trends, working with the wider Service Delivery Teams to understand capacity and demand requirements
• Contributes to preparing and supporting bids and sales proposals, as required
• Participate in new projects / implementations to provide input into the solution, transition, implementation and testing of the new solution in to live support
• To liaise with the wider organisation involved in Service Delivery, ensuring SSP needs are achieved (including audits, security requirements including, but not limited to ISO27K compliance)
• Act as an ambassador for process governance to other teams across the business supporting Service Delivery
• Participate in the on-call rota, providing ‘out of business hours’ Major Incident Management support for SSP Client services or the underlying application / infrastructure

Accountability

• Manage operational escalations and facilitate the resolution (internally and externally)
• Ensure SLAs are achieved, and client expectations are met (or exceeded)
• Build service relationships with clients and help the SSP organisation understand the client and their requirements better
• To ensure that systems, processes, and methodologies specified are followed to sure effective monitoring, governance, and support of Service Delivery
• Provide contracted reports to an agreed schedule (or on request), including management and account performance reports to both the client and Business Head
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality, and processes
• Maintain Service Delivery view of the client (including Client and product knowledge, risks, demand, improvements, and escalations)
• Participates in projects, transitions, sales, and bids, as required
• Major Incident Management participation or management out of business hours
• Participates in Service Delivery improvements
• Takes ownership for own learning

Worker Type

Regular