Customer Services Manager - Invest NI

REF: 905018_1602162403

08/10/2020
  • Position: Permanent
  • Salary: £40000 to £50000
  • Location: Greater Belfast

MCS Group is thrilled to be partnering exclusively with Invest NI as they seek to appoint a Customer Services Manager to their growing ICT Team. There has simply been no better time to join this leading organisation, renowned for supporting new and existing businesses across the province to compete on an international stage, while attracting investment to Northern Ireland. Invest NI's ICT Team has embarked on a period of significant growth, with this opportunity affording an accomplished IT Support Manager the chance to lead a high-performing team responsible for providing a top support service to staff across Invest NI's local and international locations.

About the Role

The Customer Services Manager will report to the ICT Manager and will manage the Customer Services Team.

Ideally ITIL experienced, you will be responsible for maintaining the Incident Management Process and will be tasked with further development of Invest NI's problem and configuration management processes.

You will be responsible for SLA management within the CST Team, and for providing SLA information to assist the ICT Manager and other Team Leaders to manage their SLA targets.

You will provide senior technical advice and guidance and take responsibility for larger projects and more significant technical challenges.

You will be specifically responsible for the organisation's client devices (PCs, mobile phones and printers) across Invest NI's local and international locations including budget management of those devices.

Personnel Specification

The Customer Services Manager will be able to demonstrate recent experience of managing a range of ICT areas which must include:

  • Experience of managing suppliers to deliver to an SLA.
  • Experience of automated deployment software (such as SSCM) and patching end user devices.
  • Experience in troubleshooting software, network and hardware technologies.
  • Experience of Active Directory management and maintenance.
  • Experience of Problem Management.

You'll be customer focused with an ability to deal effectively with end user IT problems, managing expectations, providing solutions and escalating when necessary.

The ability to manage budgets, ensuring value for money. Experience of business case development, commercial contract management, with experience of managing supplier SLAs and relationships to develop and deliver effective solutions.

An ability to motivate, collaborate with and lead others, with a successful track record in providing direction and managing performance of staff.

An ability to inspire and influence stakeholders at all levels and maintain effective working relationships with both internal and external audiences.

Experience of process improvement.

Terms, Conditions, Benefits
Salary:
The salary range for the position is £38,017 - £41,799 per annum (DP Grade, 2019 Pay Scale). The entry point on the salary range for the successful candidate will be the minimum of the range. An annual ICT Allowance of £2,122 will be paid (backdate) after 6 months.
Pension: You will be eligible to join the Principal Civil Service Pension Scheme Northern Ireland (PCSPSNI).
Holidays: Your annual leave entitlement will be 25 days per annum with an additional 12 Public and Privilege holidays.
Flexible Working: Invest NI operates a flexible working scheme.
Remote Working: Invest NI has successfully completed a Smart Working Pilot.
Learning and Development: Invest NI is an Investors in People accredited organisation and is committed to supporting staff to reach their full potential. Invest NI actively develops all staff and invests significantly in training and development for business success and personal growth. This includes on-the-job training, external training and, where appropriate, further education.
Other Benefits: Maintaining a positive work/life balance is important to Invest NI and they have a range of policies to help achieve this. Invest NI also has a vibrant Sports and Social Committee and promote positive health and wellbeing through regular activities such as the Walking Club, 5-a-side football and regular social events. You will have access to a number of other schemes including Healthcare, Cycle to Work, and Annual Commuter Travel Card.

Equality of Opportunity
Invest NI is an Equal Opportunities Employer. Invest NI is committed to equality of opportunity and welcomes applications from suitably qualified people from all sections of the community. At this time, it particularly welcomes applications from people with disabilities and from minority ethnic groups.

Select 'Apply Now' to request a Candidate Pack for this Customer Services Manager role that will further highlight the opportunities of joining the ICT team at Invest NI.

Applications will close on 23rd October at 5pm. Please allow enough time to complete the Application Form (that will be supplied in the Candidate Pack) if you meet the essential criteria for this Customer Services Manager role.