Customer Success Director

2 months ago

Hemel Hempstead, Hertfordshire, United Kingdom NEC Software Solutions Full time

Service Delivery Manager

This role is aligned with the responsibilities of a Service Owner, following the DDaT (Digital, Data, and Technology) framework, with additional activities to ensure the seamless delivery of our operational services to customers. The successful candidate will oversee the day-to-day management of our software services, Cloud infrastructure (AWS and Azure), and applications, ensuring high levels of customer satisfaction and operational efficiency.

Key Responsibilities

  • Accountable for the delivery of our operational services to customers, ensuring adherence to OLAs, SLAs and KPIs, and minimising any service credits payable.
  • Monitor service performance, identifying and addressing areas for improvement.
  • Develop and maintain service management processes and procedures aligned with best practices, such as ITIL.

Customer Engagement Management

  • Act as a point of contact for senior customer representatives, fostering strong relationships and understanding their needs and requirements.
  • Conduct regular meetings with senior stakeholders to report on service achievements, incidents, and performance metrics.

Incident and Change Management

  • Accountable for Major Incident Management, ensuring timely resolution and communication.
  • Accountable for Security Incident Management, ensuring timely resolution and communication.
  • Help assess the impact of change and develop suitable mitigations.
  • Manage the 'Acceptance into service' process, working with the Delivery Manager to ensure a smooth transition from project to a 'live' service.
  • Conduct post-incident reviews, liaising with customer and problem management teams (where appropriate), and implementing corrective actions to prevent re-occurrence.

Performance Reporting

  • Produce regular reports on service performance, incidents, and changes for both internal and external stakeholders, in line with contractual obligations.
  • Analyse data, including incident Root Cause, to identify trends, risks, and opportunities for service improvement.

Requirements

  • Excellent stakeholder management and communication skills.
  • Ability to analyse data and produce insightful reports.
  • Familiarity with ITIL or similar service management frameworks.
  • Experience in the software or technology industry.
  • Certification in ITIL or similar service management frameworks.
  • Knowledge of best practices in customer success and service delivery.
  • Experience with Cloud infrastructure and application management.
  • Experience of reconciling CI/CD and ITIL methodologies would be advantageous.

Benefits

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
  • 25 days paid holiday with the option to buy/sell (FTE).
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.
  • A selection of flexible benefits to suit your individual needs.
  • Candidates must be able to demonstrate a pre-existing right to work and travel within the UK.
  • A Full UK Driving License.

About NEC Software Solutions

We're NEC Software Solutions (part of global tech giant NEC Corporation). While you read this, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you'll be helping our 3,000+ employees push the boundaries of what's possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way.

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