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.
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