Customer Service Operations Manager
4 weeks ago
We are seeking a highly skilled Service Transition and Delivery Specialist to join our team at IP Integration. As a key member of our service delivery team, you will be responsible for delivering exceptional customer experiences through the transition, onboarding, and migration of services.
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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