• Build a highly motivated and high performing team
• Drive technical and product standardization
• Be a first point of contact for internal stakeholders for any non-incident /change driven request
• Own Service Improvement process and be responsible for managing the backlog
• Own, document and improve the end-to-end process model
• Own, document and improve the service catalogue
• Participate in all cloud related client SIPs
• Identify and manage the technical and process debt
• Work with Product Management to ensure the CSI backlog is appropriately sequenced against other priorities
• Interface with Customer Success Management to gather feedback and improve overall service delivery.
• Manage cross functional requirements and build consensus and virtual teams to resolved repeating customer challenges.
• Establishing good working relationships with customers and other professionals within Ensono
• Acting as an internal escalation point for any non-incident related
• Ensuring the development of Knowledge Base articles, to ensure a consistent and robust level of support through the support structure.
• Analyze ServiceNow to identify ticket trends and opportunities for improvements

Skills

• Good understanding of the Agile and ITIL Frameworks.
• A good understanding of Modern IT methods such as CI/CD
• Have a passion for Cloud technologies and the power of automation.
• Demonstrated experience and a passion for identifying and solving complex problems
• Excellent customer service skills and communication skills (verbal and written).
• Confidence in liaising with personnel at all levels
• Ability to multi-task with accuracy and work well within required timescales
• Ability to document processes and procedures in a clear, concise and logical manner
• Ability to work pro-actively in a customer focused team environment
• Competent and methodical administrative experience - with a demonstrable background of good day to day use of Word, Excel and Outlook
• Ability to interpret data and to present information in a variety of formats
• Work in an organized and efficient manner without close supervision with a strong attention to detail as part of a global team or as an individual
• Demonstrate a high degree of self-motivation and drive

Experience

• Experience of working in a CSI role or CSM role for a minimum of 4+ Years
• Desirable if candidate has come from a technical background.
• Previous experience in a customer service role