Application Support Manager

2 weeks ago

London, Greater London, United Kingdom Verisk Full time
Job Description

Role Purpose

The purpose of the client support services team is to enable our clients to be successful in their use of VSBS solutions. Our clients' success is our top priority. As an invaluable and reliable source of assistance we provide exceptional client support. We deliver dependable and scalable support services aligned to our clients' needs. Through a customer-focused approach and continuous improvement, we build long-term partnerships that increase client value. We make each interaction positive and valuable, setting the standard for support in our industry.

The Business Support Manager I has responsibility for managing the day to day running of a sub team of up to 7 people within the business support function and ensuring that VSBS are doing everything possible to deliver an exceptional support service to all its clients.

Key Activities and Responsibilities

Manage day to day running of helpdesk for your sub team and the allocated scope of support services Escalation-point for your team and related tickets for your sub team Driving continuous improvement (CI) of the support services in your sub team and contributing to CI initiatives across the support function Ensure Client SLAs are met Regular engagement with clients to review the support service Recruitment / Resource planning Provide Structured objectives / Mentoring / Performance Reviews for members of the team Line management duties including annual reviews, objective setting, personal development planning, succession planning, etc. Ensure team members are motivated and have the right level of training to do their job Manage personal growth of team members Involvement with service transition to ensure a smooth handover from projects to client go-lives Service reporting to Account Managers / Service Delivery Managers & clients Major Incident Management Manage Hyper-care and Chargeable Support projects, and organise out of hours support if needed Ensure client benefit is at the heart of everything we do Adhere to corporate policies, procedures and standards Ensure that data security and data privacy corporate guidelines and processed are followed Be supportive of product development and product strategy initiatives. Ensure department processes are documented and adhered to. Ensure knowledge is captured, protected and shared accordingly Where necessary, be aware of and adhere to clients' policies and procedures Identify, manage and mitigate the risks that exist in the department/team (operational and security)

Qualifications

Essential

7+ years in a customer-facing software support role including 2+ years as a manager / team leader Experience working with demanding high-profile clients Experience of line management and personnel management Demonstrated ability to work in a high-pressure environment Exceptional communication skills Able to perform presentations to audiences of various sizes and positions in the business/company Strong problem-solving skills / Able to think outside the box Affinity for working with complex software products Exposure to web technologies – IIS / CSS / XML Ability to prioritise and resolve issues to high standards and within Service Level Agreement timelines Ability to motivate and listen to team members Strong SQL Skills including an understanding of SQL Server Management Studio / SQL Server Profiler Proficient in Microsoft Office ITIL foundation level / working understanding of ITIL concepts

Desirable

Experience working in the insurance industry Exposure to programming languages – C# .Net, , VB6 ITIL practitioner level exams Lean 6 Sigma yellow / green belt Experience with Sharepoint / other document management systems

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