Service manager saas cloud uc

Service Manager, Tech, IT, Telecoms, SaaS, Cloud, Managed Services, AI,60-70k The Service Manager leads the Customer Support and Service Management departments to deliver world-class customer service to all customers and partners. They champion a customer-centric culture that inspires our colleagues to exceed SLAs. Key Responsibilities of the Service Manager Service ethos, ticket and escalation resolution * Deliver to a Customer Service strategy (as agreed with Senior Management), which focuses on creating a customer-centric culture. * Make sure customer impacting issues, queries or improvements are resolved in a timely manner. * Personally handle major customer escalations to resolution as necessary. Team leadership and development * Motivate, lead, coach, train and support the team to deliver exceptional customer service. * Make succession plans so that colleagues are proactively readied for their next career opportunities, and so that plans are in place for succession into key roles within the department. * Champion a culture of recognising and rewarding the right colleague behaviours. * Coach and monitor management standards within the department to ensure excellent day to day culture, performance, and personal development for all colleagues. Performance management * Plan and implement appropriate resource levels (people, systems etc) to deliver the desired service standards, including for peaks of workload. * Proactively manage, monitor and report on performance of the team and individuals. Ensure feedback results are used in regular coaching and performance improvement plans. * Champion ldquo;lessons learned rdquo; or similar sessions with relevant teams to deliver continuous improvement and to prevent recurrence of any customer or colleague impacting issues. * Produce customer and other reports as necessary. Person Profile * Bachelor #39;s degree in relevant subject.2:1 or above, * Substantial experience in managing customer facing technical teams. * Substantial experience of leading a service desk. * Highly technical background, ideally within the CCaaS space. * Experience in service management and/or customer service reviews. * Experience of working in an ITIL or ISO certificated environment. * Exceptional communication, both written and spoken. * Natural leader, able to motivate and influence others. * Able to remain calm and focused under pressure. * Proven ability to deliver continuous improvement