Client Support Services Manager

6 days ago

London, Greater London, United Kingdom Verisk Full time
Job Overview

As a key member of the Verisk team, the Application Support Team Lead will play a critical role in ensuring the delivery of exceptional support services to our clients. This position requires a strong leader who can manage a team of up to 7 people and drive continuous improvement in support services.

Key Responsibilities
  • Manage the day-to-day running of the helpdesk and allocated scope of support services.
  • Act as an escalation point for the team and related tickets.
  • Drive continuous improvement of support services and contribute to initiatives across the support function.
  • Ensure client Service Level Agreements (SLAs) are met.
  • Regularly engage with clients to review the support service.
  • Recruit and manage resources.
  • Provide structured objectives, mentoring, and performance reviews for team members.
  • Manage line management duties, including annual reviews, objective setting, personal development planning, succession planning, etc.
  • Ensure team members are motivated and have the necessary training to perform their jobs.
  • Manage personal growth of team members.
  • Be involved in service transition to ensure a smooth handover from projects to client go-lives.
  • Provide service reporting to Account Managers/Service Delivery Managers and clients.
  • Manage major incidents.
  • Manage hyper-care and chargeable support projects, and organize out-of-hours support if needed.
  • Ensure client benefit is at the heart of everything we do.
  • Adhere to corporate policies, procedures, and standards.
  • Ensure data security and data privacy corporate guidelines and processes are followed.
  • Be supportive of product development and product strategy initiatives.
  • Ensure department processes are documented and adhered to.
  • Ensure knowledge is captured, protected, and shared accordingly.
  • Where necessary, be aware of and adhere to clients' policies and procedures.
  • Identify, manage, and mitigate the risks that exist in the department/team (operational and security).
Requirements
  • 7+ years in a customer-facing software support role, including 2+ years as a manager/team leader.
  • Experience working with demanding high-profile clients.
  • Experience of line management and personnel management.
  • Demonstrated ability to work in a high-pressure environment.
  • Exceptional communication skills.
  • Able to perform presentations to audiences of various sizes and positions in the business/company.
  • Strong problem-solving skills/able to think outside the box.
  • Affinity for working with complex software products.
  • Exposure to web technologies – IIS/CSS/XML.
  • Ability to prioritize and resolve issues to high standards and within Service Level Agreement timelines.
  • Ability to motivate and listen to team members.
  • Strong SQL skills, including an understanding of SQL Server Management Studio/SQL Server Profiler.
  • Proficient in Microsoft Office.
  • ITIL foundation level/working understanding of ITIL concepts.
Desirable
  • Experience working in the insurance industry.
  • Exposure to programming languages – C#.Net, VB6.
  • ITIL practitioner level exams.
  • Lean 6 Sigma yellow/green belt.
  • Experience with Sharepoint/other document management systems.

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