Location
United Kingdom | United States
Job description
Cisilion currently has the opportunity for a Client Services Director to be responsible for Cisilion’s Managed Service and Support Services portfolio. This includes a 24/7 Service Centre, 1st to 3rd Line teams, Incident and Problem Management, proactive Monitoring and Event Management and Change enablement, as well as the Client Success function, for all of our Managed Service and Support Service clients across our core vendors of Cisco and Microsoft.
Cisilion is a Global IT Solutions and Managed Service Provider providing world-class service and market leading technology solutions. We have combined our collective expertise over 23 years to deliver on our client’s business objectives backed by 25+ industry awards, 100% organic revenue growth since 2019, 60%+ 3-year headcount growth with 250+ clients across the world. We hold Gold Partner status with leading technology vendors including Cisco, Microsoft, and Dell Technologies.
The role
Developing and growing the Managed Service and Support Services portfolio is critical to Cisilion’s success. We are determined to provide client centric focus demonstrating Cisilion’s core values to deliver an exceptional experience and outcomes for our clients.
Working alongside and in partnership with internal peers across the organisation and our external partners and vendors, the role is to drive improvements within the area and beyond through process and platform initiatives, whilst having consideration of impact. Promoting Agility, Excellence, Trust and going Beyond Expectations. This role demands absolute passion for industry defining Client Excellence.
Candidate profile
- An individual that has previously managed and lead a Service Centre environment providing exception client experience to global clients
- An incredibly motivated individual with an experience and true understanding of what it takes to create an exceptional Services based department. Motivated to drive positive change confidently, in a mature and collaborative way.
- Demonstrable knowledge and experience of managing and supporting our Key vendors, Cisco and/or Microsoft services, but not limited to.
- Detailed and time management skills, with the capability to manage on multiple levels, while demonstrating prioritisation.
- Diplomacy and tact in handling customer complaints and resolving conflicts.
- Ability to build strong relationships with both internal teams and external stakeholders.
- Outstanding communications skills, with the ability to clearly and concisely present visions verbal, written, and presentation formats to client, senior and C-suite leaders.
- High levels of industry-related knowledge with a passion for new information relevant to our market.
- Proven aptitude to identify and resolve issues promptly and implement preventive measures to minimise recurring problems.
- Understanding of ITIL and Service Management principles
- A passion for structured self and team development.
- An inspirational individual
Key skills
- 10+ Years’ experience in the Information Technology/ VAR market with proven experience working as a senior leader combined with a demonstrable track record of leading and developing teams and individuals.
- Proven experience of C-Suite engagement, and relationship management.
- Demonstrable experience on Automation initiatives to create touch point efficiencies in the day-to-day management of services.
- Proven track record of driving revenue growth, cost management, retaining and developing talent.
- Experience of contract negotiations and third-party management.
- Experience in department brand visibility and engaging across the organisation.
- Certified in ITIL® Intermediate Certification (Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement), ITMS tooling such as ServiceNow/ Cherwell, Leadership & Management qualifications.
Job tags
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