Service Manager SaaS, Cloud, UC

3 weeks ago

Bracknell, United Kingdom Jam Management Consultancy ltd Full time

Service Manager, Tech, IT, Telecoms, SaaS, Cloud, Managed Services, AI,60-70k

The Service Manager leads the Customer Support and Service Management departments to deliver world-class customer service to all customers and partners. They champion a customer-centric culture that inspires our colleagues to exceed SLAs.

Key Responsibilities of the Service Manager

Service ethos, ticket and escalation resolution

* Deliver to a Customer Service strategy (as agreed with Senior Management), which focuses on creating a customer-centric culture.

* Make sure customer impacting issues, queries or improvements are resolved in a timely manner.

* Personally handle major customer escalations to resolution as necessary.

Team leadership and development

* Motivate, lead, coach, train and support the team to deliver exceptional customer service.

* Make succession plans so that colleagues are proactively readied for their next career opportunities, and so that plans are in place for succession into key roles within the department.

* Champion a culture of recognising and rewarding the right colleague behaviours.

* Coach and monitor management standards within the department to ensure excellent day to day culture, performance, and personal development for all colleagues.

Performance management

* Plan and implement appropriate resource levels (people, systems etc) to deliver the desired service standards, including for peaks of workload.

* Proactively manage, monitor and report on performance of the team and individuals. Ensure feedback results are used in regular coaching and performance improvement plans.

* Champion “lessons learned” or similar sessions with relevant teams to deliver continuous improvement and to prevent recurrence of any customer or colleague impacting issues.

* Produce customer and other reports as necessary.

Person Profile

* Bachelor's degree in relevant subject.2:1 or above,

* Substantial experience in managing customer facing technical teams.

* Substantial experience of leading a service desk.

* Highly technical background, ideally within the CCaaS space.

* Experience in service management and/or customer service reviews.

* Experience of working in an ITIL or ISO certificated environment.

* Exceptional communication, both written and spoken.

* Natural leader, able to motivate and influence others.

* Able to remain calm and focused under pressure.

* Proven ability to deliver continuous improvement

  • IT Project Manager, SaaS, Cloud, UC

    2 weeks ago

    Bracknell, Berkshire, United Kingdom JAM IT Consultancy Ltd Full time

    Bracknell / Berkshire / International Travel Full Time Job Description IT Project Manager, Agile, Prince, Waterfall, Cloud, SaaS Project Manager, Telecoms, SaaS, Voice, Contact Centre, Cloud, Agile, Waterfall, Software Integration, Software Delivery Key Responsibilities Project management of software delivery and software systems integration for...

  • Senior IT Sales, 70-100k, + OTE, SaaS, cloud, unified communications

    4 weeks ago

    Bracknell, United Kingdom Jam Management Consultancy Limited TA JAM RECRUITMENT Full time

    Our clients are looking to add professional and dynamic Business Development Managers to join their successful team. You will have a minimum 5+ in a Business Development position ideally in a Software, SaaS SETTINGS, Public Sector SALES, Tech Sales, Senior Business Development Manager. Our clients are seeking a dynamic and results-driven Business...

  • Project Manager Director, SaaS, Cloud, CcaaS, UC, Tech

    4 weeks ago

    Bracknell, United Kingdom Jam Management Consultancy Limited TA JAM RECRUITMENT Full time

    Director of Project Management- 140-170k Director of Project Management- UcaaS, CcaaS, UC, Managed Services, Tech, AI. Location South East England, Leadership Our clients are seeking a dynamic and experienced PMO Leader with strong leadership skills to join their Leadership team. Director of Project Management, Leadership: Lead and manage the Project...

  • Project Manager Director, SaaS, Cloud, CcaaS, UC, Tech

    1 week ago

    Bracknell, United Kingdom Jam Management Consultancy Limited TA JAM RECRUITMENT Full time

    Director of Project Management- 140-170k Director of Project Management- UcaaS, CcaaS, UC, Managed Services, Tech, AI. Location South East England, Leadership Our clients are seeking a dynamic and experienced PMO Leader with strong leadership skills to join their Leadership team. Director of Project Management, Leadership: Lead and manage the Project...

  • Project Manager Director, SaaS, Cloud, CcaaS, UC, Tech

    3 weeks ago

    Bracknell, Berkshire, United Kingdom Association for Project Management Full time

    Director of Project Management- 140-170k Director of Project Management - UcaaS, CcaaS, UC, Managed Services, Tech, AI. Location South East England, Leadership Our clients are seeking a dynamic and experienced PMO Leader with strong leadership skills to join their Leadership team. Director of Project Management, Leadership: Lead and manage the...

  • Head of Engineering

    1 day ago

    Bracknell, United Kingdom Opus Recruitment Solutions Ltd Full time

    **Head of Engineering | Fully Remote | 85,000 - 100,000+ | Microsoft | MSP | Start-Up | UC** **Head of Engineering | Architecture | Software Development | Web Based Applications | IP Networking | Infrastructure | Telecom | Cloud | AZURE | C# | Power Platform | Power365 | Unified Communication | UC | and more** An opportunity has arisen for you, a strong...

  • Senior Business Development Manager

    2 months ago

    Bracknell, United Kingdom Jam Management Consultancy ltd Full time

    Our clients are looking for a Senior Business Development Manager to close new and complex large sales deals across the public sector. As a key member of our CLIENTS sales team, the Senior Business Development Manager will be responsible for driving revenue growth by identifying and capitalizing on strategic opportunities, building relationships with key...

  • Software Development Manager

    2 weeks ago

    Bracknell, United Kingdom Jam Management Consultancy ltd Full time

    Software Development Manager. United Kingdom - SE England. SaaS, Cloud Applications, Generative Ai, NLP, UC, Managed Services Our clients are looking for someone who is committed to deliver valuable applications and services to customers. You will ensure the software meets the agreed acceptance criteria and the team’s definition of done. From design,...

  • Copy of Cloud Finops Lead

    2 days ago

    Bracknell, United Kingdom Snow Software Full time

    **Job Description**: **This job will be a hybrid with 2-3 days in our office located in Bracknell.** The Cloud FinOps Lead is the recognized expert within Snow, specifically focused on the best practice of cost optimization for the cloud services that are used to build, host and manage Snow’s products. They share their expertise across team boundaries and...

  • Product Manager, IT, Tech

    1 week ago

    Bracknell, United Kingdom Jam Management Consultancy ltd Full time

    Product Manager, SaaS Cloud AI Machine Learning, UcaaS, Managed Services Our clients are a growing TECH company within Software, (SaaS), Cloud, AI, Machine Learning, NLP, IoT, Engineering and much more, Our clients are seeking Junior Product Managers to join their successful team, highly successful company, who are on a tremendous growth. They are seeking...

  • Product Manager, Junior Level

    2 weeks ago

    Bracknell, United Kingdom Jam Management Consultancy ltd Full time

    Junior Product Manager, with 1-2 years in a Product Management, related position. SaaS, Cloud, AI, NLP, Machine Learning, Tech, Telecoms, Software Applications, 45-48k Our clients are a growing TECH company within Software, (SaaS), Cloud, AI, Machine Learning, NLP, IoT, Engineering and much more, Our clients are seeking to hire a few Junior Product...

  • Senior Business Development Manager

    1 week ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsnCCaaS / UCaaS/ AI technology / SAAS background requiredA global cloud communications provider are currently expanding their successful sales team, and are looking for a Senior Business Development Manager with a proven track record in closing complex and...

  • Senior Business Development Manager

    3 weeks ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsnCCaaS / UCaaS/ AI technology / SAAS background requiredA global cloud communications provider are currently expanding their successful sales team, and are looking for a Senior Business Development Manager with a proven track record in closing complex and...

  • Senior Business Development Manager

    3 weeks ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsDo not pass up this chance, apply quickly if your experience and skills match what is in the following description.CCaaS / UCaaS/ AI technology / SAAS background requiredA global cloud communications provider are currently expanding their successful sales...

  • Senior Business Development Manager

    1 week ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsCCaaS / UCaaS/ AI technology / SAAS background requiredDo you have the skills to fill this role Read the complete details below, and make your application today.A global cloud communications provider are currently expanding their successful sales team, and...

  • Senior Business Development Manager

    3 weeks ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsDo not pass up this chance, apply quickly if your experience and skills match what is in the following description.CCaaS / UCaaS/ AI technology / SAAS background requiredA global cloud communications provider are currently expanding their successful sales...

  • Senior Business Development Manager

    3 weeks ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsCCaaS / UCaaS/ AI technology / SAAS background requiredA global cloud communications provider are currently expanding their successful sales team, and are looking for a Senior Business Development Manager with a proven track record in closing complex and...

  • Senior Business Development Manager

    3 weeks ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsCCaaS / UCaaS/ AI technology / SAAS background requiredA global cloud communications provider are currently expanding their successful sales team, and are looking for a Senior Business Development Manager with a proven track record in closing complex and...

  • Senior Business Development Manager

    3 weeks ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsCCaaS / UCaaS/ AI technology / SAAS background requiredA global cloud communications provider are currently expanding their successful sales team, and are looking for a Senior Business Development Manager with a proven track record in closing complex and...

  • Senior Business Development Manager

    2 days ago

    Bracknell, United Kingdom Step Ahead Recruitment Ltd Full time

    SENIOR BUSINESS DEVELOPMENT MANAGER - Berkshire - £100k-£110k + commission + company bonus/benefitsCCaaS / UCaaS/ AI technology / SAAS background requiredDo you have the skills to fill this role Read the complete details below, and make your application today.A global cloud communications provider are currently expanding their successful sales team, and...