Support Delivery Manager

3 weeks ago

South East, United Kingdom SSC Recruitment Solutions Ltd Full time

We have an immediate opening for a Support Delivery Manager. The role is mid-level management and has line management responsibilities for a team and the focus of the role is overseeing the delivery of customer and internal support.

As an experienced manager, they ensure that the Support Leads are well-equipped in managing their teams’ development. The role requires working closely with the Customer Success Manager and other managers in Sales and Support to develop Objectives and Key Results (OKR) which align with other departments and the company strategy. They also work across this team to drive a roadmap of improvements for the support processes.

Key Responsibilities

· Line management

o Ensure 121 meetings are regularly happening with all staff and between Engineers and their Support Lead

· Customer Support

o With other managers, development of a Service Level Agreement (SLA) for Support

o Ensure that the Support Team are responding to calls and support cases against the SLA.

· System installation and training

o Ensure that the Support Team are following established installation processes

o Reviewing and signing off Installation Checklists

· Shared customer demonstration space

o Ensure that the space is kept tidy and available for use

· Training and mentoring

o Mentor the Support Leads to develop

o Ensure that that Support Leads are mentoring their direct reports and considering crossover knowledge between VFX/VR and LFS/ENG

· Budgeting

o Work within the budget review process run by the Finance Team

o Regularly review cost centre reports with the Finance Team

· Reporting

· Quality and Regulatory

o Ensuring the Support Team meet the processes defined in the QMS

Required Skills, Knowledge and Expertise

· 5+ years of experience in managing or team-leading in technical support and customer service

· Experience of scheduling a team of staff who undertake international travel

· Management of staff working remotely or hybrid

· Demonstrable ability to develop processes within a Quality Management System

· Knowledge of and ability to develop SLA, KPI and OKR

· Ability to understand technical detail at a high level for software and hardware

· Confident communicator to all levels of management and other teams

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