Global Client Services Manager – Cambridge recruitment
Responsibilities:
- Provide support for all clients and prospects aiming to ensure a high level of client satisfaction.
- Develop and maintain a robust and capable team to ensure uninterrupted global support service provision.
- Ensure high quality of support for Brady applications (Trinity, Opval and Aquarius and Brady OMS) and services *(e.g. hosted services/applications).
- Deploy the support team in order to provide support for all clients - aiming to ensure a high level of client satisfaction. Also to develop supporters in their role through targeted training and task assignments.
- Manage the overall support function to meet contractual Service Level Agreements.
- Provide client metrics and monthly reports showing key performance indicators against SLA’s.
- Develop common methods and procedures for support service across all products and regions. Challenge existing practices and procedures and identify areas of service improvement,
- Establish appropriate performance measures for staff and third party suppliers.
- Allocate and prioritise work on issues between support staff.
- Keep clients and management regularly informed of progress on each request.
- Establish and maintain relationships with clients to help overall client satisfaction.
Skills and Experience required:
Educated to degree level in finance, business or economics the ideal candidate will have at least 5 years experience of managing a support function for a software provider or financial services organization including;-
- Demonstrable experience of providing a high level of customer service;
- Running a global support desk delivering 24x7 support;
- Knowledge and experience of supporting hosted and cloud delivered software services
- Working in a support environment producing a low number of high complexity issues.
- Managing geographically distributed support resources.
- Knowledge and use of Microsoft office – Word and Excel, Oracle and SQL server, JIRA
- Good problem solving and communication skills
- Good customer facing skills
Brady PLC offers a competitive salary and benefits package together with excellent career development and training opportunities.
Further details about the Company and the role can be found at www.bradyplc.com.
Applicants should email their CV with current salary details and expectations to careers@bradyplc.com.
February 18, 2012
• Tags: Cambridge recruitment, Global Client Services Manager, Information Technology careers in the UK • Posted in: Financial