In Service Support Manager

Job Description

We are seeking an In Service Support Manager to take responsibility for all service management elements of various projects within Apache iX, including the transition of design to live service. This is a key role for the consultancy which will focus on establishing best in class service and support contracts for a range of hardware and software products for UK MoD customers. You will be highly flexible, adaptable, and able to apply your skills to many different scenarios in support of both our clients and internally.

Your responsibilities

• Co-ordinate In Service Support Processes
  • Report, Track and Monitor Service Availability
  • Report, Track and Monitor Service Restoration Times
  • Report, Track and Monitor Incident Response Times
• Providing a monthly report on Service Performance and target areas for improvement
• Engaging users in Satisfaction Surveys for future improve services
• Helping prioritise the DevSecOps backlog from a user benefit perspective
• Providing 1st Line Support Assistance to the Transition Manager when required
• Coaching more junior colleagues to help transfer your knowledge and skills, either with Apache or with our clients
• Building and maintaining excellent client relationships
• Contributing to the development, growth and conduct of the business
• Providing services to client contracts as they are won from time to time
• Contributing to business development activities and the winning of new client contracts

Experience you’ll need

• Detailed knowledge of service management concepts and techniques
• A strong operational understanding of service supply chains
• Experience of service operating model design for major IT systems
• The ability to write coherent, concise, and readable technical service documentation

Essential requirements

• UK resident and right to work with (or ability to attain) SC vetting status (or higher)
• Experience utilising agile delivery methodologies and processes
• Willingness to travel to client sites (travel away from office is expensed)

What you’ll get in return

• Competitive salary and annual bonus scheme
• Generous pension and life assurance
• 25 days annual leave plus your birthday off and options to buy and sell holiday
• 10 days additional leave for military reservists
• Up to 2 days of paid volunteering a year
• Individual Doctor@Hand healthcare cover
• Genuine flexible working
• Work from home, our Bristol offices, or client sites
• The latest secure tech
• Investment in personal development
• Vibrant social scene

Why Apache iX?

Our growing team brings a wealth of experience from across the defence and security sector, and we pride ourselves in delivering the highest quality services to our clients.

We do this by creating a culture and environment where the best people want to work. We believe your work life and personal life should be mutually beneficial, we hold regular social events to help bond us as a team, and we offer a genuinely flexible approach to working.

We are committed to fostering a diverse and inclusive workplace where all individuals feel valued and respected. We believe that diversity of thought, background, experience, and perspective enhances our ability to innovate and thrive as a team. We actively promote an inclusive culture that embraces differences and ensures equal opportunities for all.

We believe that if you are happy, cared for, and feel part of a team with purpose, you will be motivated to deliver an excellent service to our clients.

What’s next?

Apply with your CV today. Please note, due to the nature of our work, we require our employees to undergo security vetting and offers of employment will be dependent on obtaining the relevant level of clearance.