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Service Excellence Manager

2 months ago

Oxford, Oxfordshire, United Kingdom Spottitt Full time

Job Summary

Spottitt is seeking a highly skilled and experienced professional to join our team as a Service Excellence Manager. This is a critical role that will provide a link between our sales, technical delivery teams, and external suppliers, clients, and partners.

Key Responsibilities

  • Service Delivery: Ensure the service delivery needs of new and returning clients are properly captured and handed over by sales. Track and manage the entire service delivery process, ensuring quality and client satisfaction.
  • Process Improvement: Develop and implement process improvements to increase delivery capacity, reduce costs, and enhance customer experience.
  • Team Leadership: Lead and manage a team of delivery professionals, providing guidance, support, and coaching to ensure they have the skills and resources needed to succeed.
  • Collaboration: Work closely with sales, marketing, and product teams to ensure alignment and effective communication.
  • Client Management: Develop and maintain strong relationships with clients, ensuring their needs are met and exceeded.
  • Project Management: Manage multiple projects simultaneously, prioritizing tasks, and ensuring timely delivery.
  • Metrics and Reporting: Develop and track key performance indicators (KPIs) to measure service delivery performance and identify areas for improvement.

Requirements

  • Experience: Proven experience in service delivery, process improvement, and team leadership.
  • Skills: Excellent communication, project management, and leadership skills. Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Education: Bachelor's degree in a relevant field, such as business administration, management, or a related field.
  • Tools and Technology: Proficient in using tools such as Trello, Google Workspace, and QGIS.

What We Offer

  • Competitive Compensation: A competitive salary and benefits package.
  • Opportunities for Growth: Opportunities for career growth and professional development.
  • Collaborative Environment: A collaborative and dynamic work environment.
  • Flexible Work Arrangements: Flexible work arrangements, including remote work options.