Junior Service Manager​

 

HybrIT Introduction

HybrIT Services is a fast-growing systems integrator and managed services provider. At HybrIT we deliver a customer first approach to services, ensuring quality while maintaining great relationships with our customers.

Our customers range from large corporate, medium business to SME and are from a wide range of verticals from financial services, public sector and legal to national retail. HybrIT has a number of routes to market with extensive partnerships within the IT channel and a growing direct business. This gives our staff a broad range of exposure and experience across multiple business sectors and different scales of technical solutions. The right candidate can expect a competitive package while being able to work in an environment, which allows the team to develop both personally and professionally, in an exciting growing business.

​

Location

Head Office, Royal Ordnance Depot, Weedon Bec, Northampton, NN7 4PS. 

​

Position Reports To

This role will report into the Head of Service Account Management but work closely with multiple areas of the business, including Managed Services, Professional Services and Architect teams.

​

Hours

37.5 hours per week

​

Role Summary

We are seeking a motivated and skilled individual to join our dynamic team as a Junior Service Manager in our Managed Services Business. You will play a vital role in delivering exceptional customer service, managing service requests, and supporting the overall operations of our managed services division. This is an excellent opportunity for someone who is eager to develop their skills in service management and grow within a fast-paced and innovative organization.

 

Personal Attributes

• Excellent written and verbal communication skills (reporting and documentation).

• Willingness to learn and work within a team.

• Ability to work under pressure within strict deadlines.

• Self-motivator with a positive working attitude and an excellent work ethic.

• Strong customer service orientation with excellent communication and interpersonal skills.

 

Main Responsibilities

• Act as the primary point of contact for service requests from clients and ensure timely and effective resolution.

• Build and maintain strong relationships with clients, serving as their trusted point of contact for service-related inquiries, escalations, and updates.

• Communicate with clients proactively, keeping them informed about the status of their service requests and addressing any concerns or questions they may have.

• Create reports and conduct regular service reviews with clients to gather feedback and identify areas for improvement.

• Collaborate with internal teams, including technical support, operations, and engineering, to ensure smooth service delivery.

• Monitor service delivery progress, ensuring adherence to service level agreements (SLAs) and escalating any issues or delays to the Service Manager.

• Successful service delivery – SLA achievement, KPI achievement and exceptional customer satisfaction.

• Monitoring overall performance of services.          

• Stay updated with industry trends, best practices, and emerging technologies relevant to HybrIT services.

• Actively participate in training and professional development opportunities to enhance your skills and knowledge in service management.

• Collaborate with the Service Manager and other team members to contribute to process improvement initiatives and the development of service-related strategies.

​​

Skills/Experience

• Strong customer service orientation with excellent communication and interpersonal skills.

• Proficiency in using service management tools and ticketing systems.

• Familiarity with ITIL or other service management frameworks is a plus.

• Previous experience in a customer service or technical support role is advantageous.

• Strong rapport and relationship building skills (internal and external).

• A good level of technical knowledge (previous technical experience would be beneficial).

• Excellent report writing skills.

• Highly self-motivated and capable of managing your own time/work.

• Excellent communication skills.

• Must be willing to travel to client sites across the UK when required.

​​

Prospects

Join our team and embark on an exciting career journey where you will have the opportunity to make a meaningful impact on our clients' businesses. We offer competitive compensation, a collaborative work environment, and ample opportunities for professional growth and advancement.