Tower Service Manager

Job description

Job Title: Tower Service Manager
Experience: 10  to 15 years
Description: 
The main purpose of the Tower Service Manager is to provide a central interface and ownership for the delivery of all contracted services to a subset of customers working closely with the relevant technical specialists within the virtual team environment. Their role is to ensure that the service provided to customers meets the service targets, quality standards and customer requirements whilst building a strong working relationship with the various stakeholders
Job description:
The range of activities and tasks to be undertaken by a Tower Service Manager are:
·         Orchestrate end to end services for his Tower, and for all other towers needed to deliver his service (in case of Cloud being top of stack);
·         Member of the Account Service Team, he is the single interface to the SDM for the Tower, wherever the services are run (onshore & offshore). Whenever part of service is off shored or run in different countries, he is the single point of contact for the SDM and coordinates the resources of the tower in all countries;
·         Maintain, develop and enhance the relationship with Atos Service Managers (SDM) to ensure the service provided is of a suitably high standard. They should also identify any weaknesses within our delivery model and work with the Delivery teams and/or the account management team to remedy;
·         To provide a central and focussed point of contact for Service management issues, questions and escalations and coordinate a tower response;
·         To deliver a fully managed service against ITIL methodologies and standards for a set of designated accounts;
·         To act as the interface between the account management and the delivery teams involved in delivering service within the tower;
·         To continually review delivery and highlight any inefficiencies with account management and/or delivery teams where operational costs can be reduced and efficiencies made;
·         To report and ensure delivery on key performance indicators, targets and objectives within the pre-defined target areas;
·         Ensure that critical operating tasks though the contract lifecycle are managed to be 100% successful through the implementation of the relevant policies and standards;
·         To maintain an effective understanding of the customer s business, business requirements, IT needs and how IT can support and enhance their business;
·         To attend and document any Service review meetings effectively, as well as feeding back information and any issues to the Team Lead for action;
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