Be-IT Resourcing have been selected to work with an up and coming Management Consultancy originally based in London to help set up a new office for their Scottish operations in Edinburgh. An exciting and unique opportunity has arisen for a Service Support Manager to kick-start the process along with the co-founders.
This Consultancy has a strong presence in their market, working with large clients operating mainly in financial services and the utilities industry.
They Service Support Manager will be responsible for the provision of 1st line support to both the consultancy delivery teams and client end-users for their internally developed application and associated product services. The role will manage request evaluation and issue triage to determine the appropriate response route and prioritisation.
They will also support communication of features, releases and product knowledge to end users of our internally developed application. Working with the Head of Applied Method and Learning Content Designer to optimising end users understanding of product features and self-service knowledge bases.
Their product offering and client demand continues to grow at significant pace. The Service Support Manager will take the lead in defining the required future state support operating model and scalable transition plans to this. As such candidates should have high potential and be looking to develop to next level within 12-18 months.
- Establish required service support processes and management.
- First line support and triage for client requests / bugs.
- User / Application administration and configuration.
- Support user training, communications and FAQs.
- Support problem management.
- Act as Product Owner for Client Response sprints, working with scrum team to prioritise and deliver Level 2 / 3 request tickets.
- Regular engagement with end users (both internal and client) for feedback on product and quality of service.
- Definition and implementation of future state client service model and SLAs.
What you will need to have
The ideal candidate will have worked within a client request and / or software support role in a fast-paced product development environment. Experience of working in application support using Agile, SDLC, Service Management and ITIL methodologies would be advantageous. Experience of providing 1st line application support and request management for external clients. Experience using an ITSM ticketing system in order to manage all incidents and requests. Experience of managing queries, escalating and communicating within agreed SLAs. Experience liaising with 2nd line / 3rd line product support teams. Understanding of ITIL / Service Management best practise. Understanding of different service support operating models and outsourcing suppliers. Strong communication skills, ability to communicate product updates / knowledge and experience of managing client expectations. Good business analysis and process improvement skills. Good understanding of project management and planning best practise. Experience of running internal improvement and operating model projects.
If you are interested in finding out more about this position please apply online or apply directly to firstname.lastname@example.org
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