Quadris
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Customer Services Manager

Location: Stockport

Summary

Workingfor an expanding managed service provider business the Customer ServicesManager (CSM) will be responsible for overseeing the quality of our service delivery to a major new customer in the medical sector and maintaining an effective relationship with the customer’s own IT service team across the EMEA region (Europe, Middle East and Africa). The services we provide the client include maintenance and support of hyper-converged infrastructure platforms at their end customer locations which include hospitals and private clinics.

 The CSM will oversee the daily running of a customer focused team and will act as the key point of escalation for all Technical Consultants within the team, leading, mentoring and managing workload for the technicians. The CSM will also be responsible for training Technical Consultants in line with targets set by the Service and Support Manager.  The CSM will report to the Service and Support Manager.

 The customer account you will be responsible has approximately 1200 end customer sites across Europe, Middle East and Africa, although these are heavily weighted to UK and Northern Europe, then Southern Europe then Eastern Europe, Middle East and Africa. The service we provide does not require routine visits to these sites as the vast majority of what we do is done remotely. However, occasional visits are envisaged as part of building and maintaining the relationship with the customers internal service team who are based predominantly in regional offices across Europe. Although our customer is a large organization the end customer deployments we are supporting for them typically host between 30 to 150 users. Our service provides for technical maintenance, monitoring and 3rd line technical support.

Key roles

  •        Day to day line management of a Technical Support Teamfocused on this customer.
  •        Engaging other technical support, including 3rdline support where required.
  •        Building and maintaining effective relations with the customers own technical services team.
  •        Planning routine maintenance work for each end customer site and ensuring it is completed in a timely manner.
  •        Develop and coach team members to improve performance and delivery of service.
  •        Identify and manage training and development needs in line with company procedures.
  •        Conduct effective customer account reviews.
  •        Bi annual appraisals, monthly one-to-ones, training and development plans for the Technical Consultants.
  •        Contribute to the timely resolution of customer escalations, including complaints, providing corrective actions.
  •        Through monitoring and leadership ensure the team achieve and exceed relevant SLAs and KPI's.

Skills

  •        Excellent customer service skills and good writtenand verbal communication skills.
  •        Excellent report writing skills
  •        Excellent stakeholder manager and communicator with the ability to work collaboratively
  •        Excellent level of knowledge of IT technologies and processes.
  •        Knowledge of call logging technology and processes.
  •        Excellent customer account management skills.
  •        At least 2 years experience managing a pan-European account or pan-European customer base.
  •        Experience working to Service Agreements, SLAs/OLAs in a similar environment.
  •        Relevant ITIL qualification and Experience.
  •        Working knowledge of IT and its technical elements.

Essential Technical Skills 

  • Experience of IT infrastructure deployments and support using VMware and Citrix

Desirable Technical Skills

  • Hyper Converged Infrastructure experience
  • Medical sector experience

Remuneration

Dependent on Experience

How to apply

If you think this opportunity is a perfect fit then we would love to hear from you. Please send your CV to careers@quadris.co.uk