Service Delivery Manager

1 week ago

Buckshaw Village, United Kingdom Cegedim Full time
Job Title: Support and Managed Service Manager

We are seeking an experienced Support and Managed Service Manager to lead our internal teams, fostering a collaborative and high-performance environment to ensure the delivery of top-tier customer support and success.

Key Responsibilities:
  • Lead, manage, and coach a team of customer support engineers and managed service technicians.
  • Foster a collaborative and high-performance environment through effective mentorship, coaching, and guidance.
  • Ensure the team delivers support and onboarding activities within agreed timescales by overseeing resource allocation.
  • Prepare comprehensive reports to provide business intelligence on department status, identifying areas for improvement and key focus points for the team and the Head of Customer Experience.
  • Monitor key performance indicators (KPIs) such as service level agreements (SLAs), the number of onboarded trading partners, and customer satisfaction, taking corrective actions as necessary.
  • Resolve escalated customer issues, complaints, and concerns, coordinating with management, team members, and stakeholders as necessary. Lead resolution efforts for major incidents, ensuring they are addressed quickly and effectively.
  • Develop and maintain positive relationships with key customers to ensure their satisfaction with the services received. Identify potential risks for key customers and implement mitigating actions to prevent issues.
Requirements:
  • Proven experience in a Management role with customer success, customer support, or service desk within a software or service-oriented industry.
  • Demonstrated experience and strong leadership skills in leading, managing, and coaching teams, with a track record of fostering high-performance and collaborative environments.
  • Strong background in customer support with the ability to handle large and critical tasks effectively.
  • Proficient in leading critical tasks and managing support/onboarding backlogs efficiently.
  • Strong analytical skills to collect, interpret, and utilise data for informed decision-making and performance improvement. Experience in collecting and analysing data to monitor performance metrics and drive continuous improvement.
  • Proven ability to develop and maintain positive relationships with key customers, ensuring high levels of satisfaction and identifying upsell opportunities.
  • History of working effectively with cross-departmental teams to achieve cohesive operations.
  • Deep commitment to customer satisfaction, with the ability to develop and maintain positive customer relationships.
About Us:

Cegedim is a leading EDI business solutions technology company based in Chorley, with a modern and open-plan office space. We offer a calm, friendly, and professional environment, with a casual dress code. Our office is located near the town centre, with great access to road links and public transportation.

We are a part of a wider European group, and we are committed to delivering market-leading services to our customers. If you are an experienced Support and Managed Service Manager, customer-focused, motivated, and committed to delivering exceptional service, then you could be just what we are looking for.

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