Customer Service Delivery Manager - Support Services

Customer Service Delivery Manager - Support Services (Full Time)

Description

If you are looking for a new challenge, then this could be the role for you! As a management role, reporting to the Head of Support, the Customer Service Delivery Manager is accountable for managing and coordinating the ESS (Enterprise Support Servies) Support Service Delivery teams in the provision of primary ICT support services to our customers, ensuring optimal service performance and increasing the value of the customer to OpenSky. This role will be responsible for meeting with customers on a regular basis (both remote and on-premise) to monitor and manage customer satisfaction levels and is expected to build strong proactive working relationships with customers. The role requires management of the Support Service Delivery Leads team, the PM team, and the Environment team, as well as the management of customer expectations in line with agreed service levels and response times, as well as provision of KPI and trend information to Senior Management, both ad-hoc and on a regular basis with a strong focus on continuous improvement. The role provides leadership and guidance to coach, motivate, and lead the support services team members to their optimum performance levels and career development. In addition, it will be a specific focus of the role to ensure quality of service and customer satisfaction with a view to assisting revenue growth opportunities from existing customer accounts. Support Service Management

• Coach and mentor Support & Delivery Leads, PMs, and Environment Manager in their personal and professional career development through agreed Personal Development plans.
• Manage and lead the Support & Delivery Lead, PM and Environment teams in the delivery of Support Services to the customer base.
• Liaison and Escalation management point for customer management contacts, including Severity/Priority 1 incident management
• Drive customer satisfaction through proactive services, regular and continuous communication, regular meetings, surveys, and other measurements where available
• Manage and monitor Support & Delivery processes and ensure ongoing process efficiency through analysis and driving process improvements as required
• Drive Continuous Improvement to quantitatively and qualitatively improve costs, quality, and service
• Responsible for coordinating and reporting on revenue management for Support Accounts, including timely invoicing, negotiation, overdue payments, etc.
• Contribute to departmental budgeting, expenditure control, cost containment/reduction, particularly for support related projects and initiatives.
• Provide regular reporting to Head of Support on customer account relationship, health, profitability, and revenue potential and opportunity

Revenue Generation/Growth

• Manage Support & Delivery Lead team to drive new opportunities to customers through enhancements to existing systems and identifying new support opportunities.
• Develop strong working relationships with contract managers and business decision makers across our Tier 1 and Tier 2 customer accounts.
• Partner with Customer Success team to optimise Tier 1 account sales and revenue generation.
• Provide regular reporting to Director of ESS on revenue growth and new revenue from existing accounts.

Knowledge

• Bachelor’s Degree in computing, Engineering or equivalent
• Excellent problem-solving skills
• Knowledge of ITIL/Service Management frameworks implementation
• Technical knowledge of general ICT Services and Microsoft based (.NET / Dynamics CRM) applications
• Certification in relevant IT products/technologies or equivalent experience
• GDPR / Data Protection certification or significant knowledge thereof

Experience

• Minimum of 3 years' experience in a similar role
• Experience in implementing ITIL/Service Management Frameworks
• Experience in a dynamic medium-large sized environment

Skills Technical knowledge, Excellent organisation, Problem solving, Supportive leadership, Relationship management, Senior stakeholder engagement, Customer focussed, Team Management, People and career management, Conflict resolution and negotiation, Communications. Motivation, Decision making. #J-18808-Ljbffr