Service Response Manager (SC)

Newcastle upon Tyne
£100 - £125 per day
30 Jan 2017
27 Feb 2017
Andrew Young
Clearance Level
Job Type
My client urgently requires an Response Manager who has overall responsibility for handling all aspects of the Non Standard Service Request (NSSR) management within the account.

Job Specific Responsibilities:
> Manages the end to end NSSR process from receipt of a service request through proposal, approval and delivery
> Identifies and leverages appropriately skilled resources for the completion of service request proposals
> Provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets.
> Works with client manager(s) to scope and qualify new non-standard service requests, prepare proposals and to sell capabilities
> Ensures the solution and business case is satisfactorily defined and accepted by the customer
> Analyses non-standard service requests and proposals to determine whether certain request types should be orderable as standard service request and transitions these type of requests
> Uses good business judgment in prioritization of non-standard service requests in line with business objectives and contractual commitments.
> Builds effective linkages within the organizations and other accounts.
> Establishes and ensures that appropriate Quality Assurance processes are maintained during NSSR fulfilment
> Attains a solid understanding of the client contract

Key Deliverables/Accountabilities:
> Meets or exceeds agreed deadlines/relevant SLAs/KPIs while successfully accomplishing tasks in the NSSR lifecycle
> Monitors and manages requests across the lifecycle to avoid delays in Turn Around Times and errors in the Account metrics in the Global Data Warehouse
> Provides high quality proposals that require little reworking

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.

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