We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Worldpanel provides brands and retailers with a unique, 360-degree understanding of consumer behaviour across the globe. We are shopper-centric, continuously monitoring the purchase and usage behaviour through the largest omnipanel in the world. With unparalleled datasets, pioneering technology and expert analysts, we partner with brands and retailers of all sizes, empowering them to reimagine what’s possible, and change the landscape to create a better, healthier, more sustainable and inclusive world.

Job Details

Location: London or Lisbon (Hybrid)

We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Worldpanel provides brands and retailers with a unique, 360-degree understanding of consumer behaviour across the globe. We are shopper-centric, continuously monitoring the purchase and usage behaviour through the largest omnipanel in the world. With unparalleled datasets, pioneering technology and expert analysts, we partner with brands and retailers of all sizes, empowering them to reimagine what’s possible, and change the landscape to create a better, healthier, more sustainable and inclusive world.

The Service Support Manager role within Kantar MyWorldPanel (MWP) Technology team is a pivotal role responsible for ensuring the successful management of the MWP service as well as newly on boarded services, driving IT Service Management (ITSM) maturity, and fostering a culture of proactive service management.

The role involves running a global team comprising both internal Full-Time Employees (FTE) and external vendor-provided support teams. The Service Support Manager will ensure adherence to ITSM processes, facilitate continual service improvement, and manage Service Level Agreements (SLAs) both internally and with external vendors. Additionally, the role entails carrying out service management reviews with external vendors and on boarding new services within Technology for the team to support and driving service maturity.

To be a successful Service Support Manager, you must be proactive and customer-focused, passionate about delivering exceptional service and ensuring customer satisfaction. Be a strong leader with interpersonal skills to effectively manage and motivate a diverse team. Highly organized with the ability to manage and prioritize multiple tasks. Ability to think strategically and drive continuous improvement initiatives.

What you will be doing as a Service Support Manager:
 Service ManagementOversee the daily operations of the service support team to ensure high-quality service delivery.Ensure all ITSM processes, including incident, problem, change, and release management, are followed rigorously.Conduct regular service management reviews with external vendors to ensure optimal performance and service delivery.

Team ManagementDevelop and implement training programs to enhance the skills and knowledge of the service support team.Ensure effective communication and coordination within the team and with other groups, ensuring alignment with goals and objectives.

Service ImprovementFind opportunities for service improvement and implement initiatives to enhance service quality and efficiency.Utilize performance metrics and feedback to drive improvements in service delivery.

Customer Relationship ManagementBuild and maintain strong relationships with key senior partners and internal customers to understand their needs and expectations.Regularly connect with customers to provide updates on service performance and improvement initiatives.

Onboarding New ServicesLead the onboarding of new services within Technology, ensuring seamless integration into the existing support framework.Collaborate with project teams to ensure new services are designed, implemented, and supported effectively.Develop and maintain documentation and training materials for new services to ensure smooth handover to the support team.

Education and CertificationCertified to ITIL 2011 (v3) Intermediate or ITIL v4 Managing Professional level.

The experience and capabilities requires in this role:Demonstrable experience in service delivery, IT service management, or a similar role.Experience in leading customer relationships and leading service delivery teams.Experience with ITIL (Information Technology Infrastructure Library) or other service management frameworks is highly desirable.Project Management: Ability to manage multiple priorities and projects in a fast-paced environment.SLA Management: Solid understanding of SLA management and customer service standard processes.Risk Management: Knowledge of risk management and budget oversight.

Technology StackITIL: Knowledge and application of ITIL frameworks (V3 Intermediate)SLA Management: Expertise in managing and monitoring SLAs.Vendor Management: Experience in managing relationships with external vendors.Jira: Proficiency in using Jira for tracking and managing tasks and projects.

Reasonable Adjustments

Kantar is committed to offering equal opportunities to all individuals including during the recruitment process. If you require any reasonable adjustments or assistance, please advise us in advance of your interview so that we can make the necessary arrangements.
 #LI-JM1#LI-Hybrid

Country

United Kingdom

Why join Kantar?

We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar.