Customer Service Operations Manager

4 weeks ago


Manchester, United Kingdom IP Integration Full time
Job Description

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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