Customer Service Delivery Manager

7 days ago


Cardiff, Cardiff, United Kingdom Creditsafe Full time
About Creditsafe

Creditsafe is a privately owned company that operates independently, with the vision of powering business decisions by delivering valuable intelligence on customers, suppliers, and potential buyers globally.

Our journey began in Oslo, Norway in 1997, with a revolutionary dream to make business information accessible to all. Today, we've realised this dream, changed the market for the better, and opened up new avenues of data intelligence for businesses with machine learning, AI, and connected data.

About the Role

We are seeking a highly skilled Customer Service Delivery Manager to join our Production Engineering Directorate. The successful candidate will oversee the day-to-day operations and management of the Deskside Engineering team based in our offices around the world.

This role requires a supportive and technically proficient team player to manage day-to-day operations and ensure the engineers possess the required knowledge, behaviours, and skills to succeed in their role. Post-maternity cover, the role will expand to assist the Head of Service Delivery in managing the broader Service Delivery function with other duties as assigned.

Key Responsibilities:
  • Manage and oversee the Deskside Engineering team, ensuring high-quality service delivery and customer satisfaction.
  • Explore and encourage the use of Artificial Intelligence (AI) within the team to enhance productivity and efficiency.
  • Develop and enhance our existing body of training and documentation resources to improve staff ability to self-service.
  • Develop and implement service management processes and procedures to enhance efficiency and effectiveness.
  • Serve as a point of escalation for service issues and work collaboratively with the team to resolve complex problems.
  • Monitor team performance, providing coaching and mentoring to support professional development.
Requirements:
  • Proven experience in an IT Support role, with ability to demonstrate experience in a supervisory or managerial role.
  • Leadership and team management abilities, with excellent communication and interpersonal skills.
  • Proficiency in Windows and Mac operating systems, Office applications, hardware troubleshooting, network fundamentals.
What We Offer:
  • Competitive salary (£60,000 - £80,000 per annum, depending on location).
  • Company laptop supplied.
  • Bonus scheme.
  • 25 days annual leave (plus bank holidays).
  • Hybrid working model.
  • Healthcare and company pension.
  • Cycle to work and wellbeing programme.
  • Global company gatherings and events.
  • E-learning and excellent career progression opportunities.


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