Service Manager - SAAS/CCAAS

Senior Service Manager – SAAS/CCAAS - Glasgow - £60k-£80k

As our client expands globally, they are looking for a talented Senior Service Manager to support their growing customer base in the UK. The Senior Service Manager will take responsibility for the end-to-end customer experience. The Service Manager will act as customer champion ensuring that expectations and contractual obligations are met.

What’s in it for you?
Up to £80,000 basic salary
Company annual bonus scheme
Hybrid working
Join an innovative market-leading global business at the forefront of cloud technology
Collaborate with teams around the world
Work for a company who have provided solutions to some of the largest organisations in the UK/world

Key responsibilities:
Maintain a comprehensive understanding of the customer’s strategy, commercial drivers, market and challenges
Develop a strategic partnership with your customers
Act as the customers’ advocate
Anticipate service management challenges
Ensure high levels of communication with customers are maintained at all times.
Act as an escalation point to ensure customer issues are handled in a professional, timely and effective manner.
Proactively work with sales to identify additional products/services
Track and manage the customer experience throughout the customer lifecycle/timescales

Who/what are we looking for?
Bachelors degree in a relevant subject.
Significant experience in a similar customer facing role in Service, Delivery or Client Relationship Management, ideally within the SAAS/CCAAS space
Experience with the software development lifecycle, cloud platforms and/or the development of hardware and software.
Excellent customer service and interpersonal skills.
Proven experience in a technical field.
Proven ability to manage and motivate others.

Desirable:
Experience in project management or project delivery in the IT and Telecoms sector.
Experience in conducting Service Review Meetings with customers and providers.
Full security clearance is desirable.

Please apply with your CV.