About this role
Role Overview
- Strategically collaborate with Account, Project, and Service Managers for coordinated planning
- Ensure a comprehensive understanding of customer contracts, identifying and mitigating gaps and risks
- Align Underpinning Contracts with customer-facing Service Level Agreements
- Enhance supplier relationships and continually improve post-award supplier processes
- Provide technical guidance to supply chain stakeholders and support the development of supplier strategies and contracts aligned with customer objectives
- Establish key external and internal stakeholder relationships, acting as an escalation point for strategic goals
- Promote and implement ITIL principles, serving as an escalation point for incidents, problems, and changes
- Lead Service Management improvements, delivering industry best practices and engagement models
- Maintain in-depth knowledge of Daisy products, supporting individual development aligned with business goals
Requirements
- Proven success in managing complex relationships for large-scale customers
- In-depth ITIL understanding, specifically in Service Lifecycle
- Demonstrated commercial acumen, including Profit and Loss management
- Extensive experience in customer-facing service management for both dedicated and multiple customers
- Track record of overseeing multi-product services in a Service Provider setting
- Previous experience bridging customer and supplier perspectives
- Strong industry expertise in Managed Service Provider and Network & Telecommunications sectors
- Established capability in driving positive outcomes from complex customer relationships
- Possession of an ITIL Qualification or commitment to accreditation
Benefits
- Holiday – Starting at 25 (increasing to up to 30 days for each year you stay with us)
- Free day of annual leave for birthdays and weddings
- Daisy Grow and Apprenticeships – Giving you the opportunity to expand your skills and knowledge whilst you work for us
- Home Based or Hybrid Working, to ensure that work WORKS for you
- Enhanced family friendly policies – We are here to look after you and your nearest and dearest
- Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme, and an in-house Wellbeing team
- The Exchange – Online discount platform for more than 1,200 retailers