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FLSS Manager

Posted on Sep 22, 2022 by Amber Labs Ltd

Not Specified, United Kingdom
Immediate Start
Daily Salary

The Company

We are a specialist Data and Digital Transformation consultancy focused on supporting our clients in successfully delivering on their digital transformation programmes. Our aim is to ensure we deliver value from our client's data using innovative approaches that improve their data capabilities, analytics and data governance.

The Role

The 1st Line Service Manager is responsible for the overall performance of the 1st line team. They will work closely with the 1st Line Lead Analyst and will report into the Support Manager on 1st Line's performance, any risks and any changes to the 1st Line team. Also responsible for the full day-to-day management of the 1st line team. This means ensuring the 1st Line team are available and have the appropriate knowledge to support standard service requests or escalate incidents/requests that require a more technical resolution. They are accountable for all processes that need to take place at 1st Line to support the model at an operational level. They will report on the team's performance and any associated risks to the Support Manager, via the 1st Line Commercial Lead and will work alongside the 2nd Line Lead Analyst and the Knowledge Manager on day-to-day issues.

Essential Requirements

  • Candidates must be resident and legally able to work in the UK without a VISA
  • Candidates must be DV cleared

Key Responsibilities:

  • Support requires a Service Manager
  • Take responsibility for the end-2-end journey of support requests
  • Ensure end to end process fits together
  • Monitoring 1LT performance
  • Reporting support performance into SMB
  • Maintenance of all support model processes
  • Maintaining knowledge in the support model
  • Onboarding new products into the support model
  • Ensuring appropriate changes are made and communicated
  • Ensuring that JIRA standards (for labels, queues, components, and workflows) are being followed
  • Collect feedback from external users and internal customers, and to oversee and implement continuous improvement of the support model
  • Maintain a risk register for the end-to-end support, and implement a mitigation plan
  • Test new support processes
  • Maintain a constant review of the incident and event management posture
  • Make strategic decisions on the support roadmap
  • Work with the NCSC to manage and assess the impact of the growth in external users and scale the support model accordingly
  • Ensuring all technical change is communicated and managed with appropriate governance
  • Ensure asset and configuration management practices are adhered to, maintaining secure configuration and accurate information controlling IT assets
  • Ensuring continual service improvement is put in place across the wider service, identifying process optimisation opportunities and contributing to the implementation of proposed solutions
  • Ensuring support is compliant with all relevant policies, standards, and rules.
  • Managing customer service functions including responding to issues, information requests and access
  • Taking ownership of problems and resolving technical problems ensuring technical solutions continue to meet business needs
  • Putting users first and managing competing priorities
  • Manage changes to the scope of work of the FLS (BT) - this includes both changes to the number of products being managed and changes in the user bases of those products
  • work with the integration manager (accountable) to guide and inform the start-up of a new delivery function identifying required processes, standards, training and development to help build the capability of the internal team. Input into the mobilisation plan for the delivery group
  • 1ST AND 2ND LINEE SLA definition & management
  • Attend 1st & 2nd line service reviews. To discuss resources, ensure that any breached SLA's are discussed and overall service is as expected. Escalate any issues with the appropriate authority
  • Ensure that current KBA's in use by 1st line are up to date
  • Work with Integration manager to ensure that new products have KBA's
  • Escalate any issues with the appropriate authority

Key Skills

  • Previous sales and management experience may be advantageous
  • Strong industry knowledge
  • Excellent leadership, communication, sales, and customer service skills
  • Computer literacy and good organizational skills
  • Strong creative thinking and problem-solving skills
  • The ability to work under pressure and handle stress


Then please get in touch by applying with your most recent copy of your CV including a contact number and we will contact you directly to discuss further.

We welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. All applications are assessed purely on merit, against the capabilities and competencies required to fulfil the position.

Reference: 1736817965

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