Service Transition and Delivery Specialist

1 week ago


Manchester, United Kingdom IP Integration Full time
Job Summary

We are seeking an experienced Customer Service Operations Manager to join our team at IP Integration. In this role, you will be responsible for managing and delivering high-quality customer service operations, ensuring exceptional customer experiences through service transition, onboarding, and migration.

About the Role

  • Develop, operate, and continually improve services for our customers.
  • Deliver and report on KPI's, SLA's, and other objectives during regular formal Service Reviews with customers.
  • Manage and communicate with key stakeholders regarding the service being delivered.
  • Ensure services are provided in accordance with the customer's contract.
  • Deal with issues or challenges that may arise with the day-to-day delivery of services and ensure they are mitigated or minimised.
  • Point of contact for escalations and major incidents.
  • Manage and review the delivery of Root Cause investigations and reports back to the customer.
  • Identify, mitigate, and manage risks to and within the service.
  • Manage the service transition, onboarding, and migration process for customers adopting, upgrading, changing or exiting IPI services.
  • Help mitigate and minimise customer churn and assist in the contract renewal process.
  • Encourage customer adoption of enhanced services and other IPI offerings.

Requirements

  • Knowledge of UC, Contact Centre, and IT environments.
  • Strong knowledge of ITIL practices.
  • Excellent interpersonal and communication skills, great problem-solving ability.
  • Good collaborator, communicator, and experienced presenter, report writer, and data analyst using tools like MS 365 Suite.
  • Good knowledge of Service Transition methodologies.

What We Offer

A competitive salary of £55,000 - £65,000 per annum, depending on experience, plus benefits including pension scheme, life assurance, and annual leave.



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