Service Product Manager

Mydentist; Radcliffe; Híbrido; GBP 65 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Free onsite parking

Annual Bonus

Health and wellbeing benefits (virtual

Discounts at cinemas and retailers

Support Centre recognition

Resumo da oferta

mydentist is seeking a Service Product Manager to lead the end-to-end practice support journey within the Support Centre. You’ll own the channel mix across voice, AI bot, portal and email, and drive a standardised support model with clear SLAs and handoffs.

You will manage the ESM roadmap and report on KPIs, working with service teams to implement approved changes. The role sits in the Tech & Transformation team, offering a hybrid working pattern with 2 days in the Support Centre and a

Qualificações

• Experience designing and maintaining service models with clear SLAs and handoffs.
• Ability to configure and manage ESM/ITSM platforms (ServiceNow, ServiceDesk Plus, Freshdesk).
• Experience creating and reporting on support KPIs and dashboards.

Responsabilidades

• Lead end-to-end practice support journey design and continual improvement.
• Own channel mix across voice, AI bot, portal and email for support.
• Develop, maintain and implement a standard support model with defined processes and SLA.
• Own ESM platform roadmap and backlog; collaborate with service owners.
• Drive data protection, governance and information security considerations within support.

Conhecimentos

End-to-end journey

KPI reporting

Stakeholder management

ITSM knowledge

Data protection

Ferramentas

ServiceNow

ServiceDesk Plus

Freshdesk

Descrição da oferta de emprego

Your future, as an Service Product Manager at mydentistYou’ll be joining our Tech & Transformation within our Support Centre, which is in Greater Manchester (M26 1GG).This is a fantastic opportunity to make a difference to mydentist’s 4 million patientsThe role is permanent and full time (37 hours)Supportive and experienced team.You will benefit from free onsite parking and Kearsley train station is just a short walk away.With an onsite mini market shop and casual seating space inside and outside (for the sunnier days).Your future, with usWorking at mydentist means you’ll be part of the UK’s leading provider of affordable dental care, which has over 500 practices nationwide and supports 4 million patients.Here, you’ll be trusted to do your best work, balancing your career around your life. We’re ambitious, focusing on the big picture and transforming how patients discover dentistry. Supported by a talented and driven team, everyone is free to be themselves, where respect is a given and we’re always there for one another.Your future, your benefitsHybrid role including 2 days per week in Support CentreCompetitive salary22 days’ holiday on joining, rising to 27 days per year with service (plus bank holidays)Annual BonusHealth and wellbeing benefits, including a virtual GP service and Employee Assistance Programme helpline with free counselling sessionsAccess to fantastic discounts at cinemas, major retail brands, restaurants and coffee chainsRecognition schemes including Support Centre Heroes and service awardsYour future, your roleAs an Service Product Manager you would be responsible for the end-to-end practice support experience at mydentist. This role will ensure that support follows a standardised process driving simplicity across service teams.Lead the development and continual improvement of the end-to-end practice support journeyOwn the channel mix across voice, screen-aware help, the AI bot, portal and emailDevelop and maintain a standard support model, including processes, categories, SLA’s and handoffs, working with service owners to agree and implement appropriate standards across the servicesOwn and Manage the ESM platform roadmap and backlog·Set up and report on support KPIsWork with service teams to assess their support requirements, identify opportunities and support the implementation of agreed changesOwn the knowledge strategy so self-service and the AI bot give accurate, up-to-date answersSupport change and communications with a focus on service·Ensure the standard support model incorporates relevant data protection, clinical governance and information security requirementsIdentify and document areas where services are unable to align with agreed support standards and escalate significant exceptions through the appropriate governance processThe ideal candidate would ideally have the following skillset -Configuring ESM or ITSM platforms (ServiceDesk Plus, ServiceNow, Freshdesk or similar)Service catalogue design across multiple teamsContact channel technology across telephony, unified comms, chat and portals, and a clear view of where each is the right answerReport Dashboard configurationYour future starts hereBuild a fulfilling career with us, where you'll find the opportunity to develop your skills and shape our organic growth strategy, with the support of a caring and inclusive team who support one another.Click to apply now!