Service Delivery Manager

6 days 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 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 team is committed to delivering market-leading service and ensuring exceptional customer satisfaction.

We are located near the town centre in Leyland, with great access to road links to Preston, Blackpool, and Chorley. Our office is equipped with a break-out area, kitchen, and recreational facilities, including table tennis, a pool table, Sky TV, and an Xbox games console.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.

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