Support and Managed Service Manager

TN United Kingdom; Buckshaw Village; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player seeks a dedicated Support and Managed Service Manager to lead a dynamic team in delivering exceptional customer service. This role focuses on fostering collaboration and ensuring service excellence, while also maximizing client satisfaction. You will oversee support activities, manage resources, and develop key customer relationships. With modern offices and excellent transport links, this position offers a vibrant work environment where your contributions will directly impact the success of the organization. Join a forward-thinking company committed to innovation and customer satisfaction.

Benefits

Parking Facilities

Leisure Amenities

Modern Open-Plan Office

Qualifications

• Proven management experience in customer success or support.
• Strong leadership skills with a track record in high-performance environments.

Responsibilities

• Lead and manage a team of customer support engineers.
• Monitor KPIs and ensure customer satisfaction.

Skills

Leadership

Customer Relationship Management

Analytical Skills

Team Management

Problem Solving

Education

Bachelor's Degree

Management Certification

Job description

Social network you want to login/join with:

Support and Managed Service Manager, Buckshaw Village

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Client:

Cegedim

Location:

Buckshaw Village, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

e28346154b49

Job Views:

18

Posted:

02.05.2025

Expiry Date:

16.06.2025

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Job Description:

Are you a customer-focused Service Manager committed to delivering a market-leading service?

Mission

We’re a leading EDI business solutions tech company based in brand new state-of-the-art offices in Chorley, right next to Buckshaw Parkway train station. Part of a wider European group, we are currently looking to recruit an experienced Support and Managed Service Manager to lead internal teams, fostering a collaborative and high-performance environment to ensure top-tier customer support and success. This hands-on strategic role will focus on ensuring service excellence, maximizing client satisfaction, and continuously leveraging our services.

Your ideal role?

• Lead, manage, and coach a team of customer support engineers and managed service technicians.
• Foster a collaborative, high-performance environment through effective mentorship, coaching, and guidance.
• Ensure timely delivery of support and onboarding activities by overseeing resource allocation.
• Prepare reports to provide business intelligence on department status, identify areas for improvement, and highlight key focus points for the team and the Head of Customer Experience.
• Monitor KPIs such as SLAs, onboarding of trading partners, and customer satisfaction, taking corrective actions when necessary.
• Resolve escalated customer issues, complaints, and concerns, coordinating with management, team members, and stakeholders. Lead efforts for major incident resolution.
• Develop and maintain positive relationships with key customers, ensuring satisfaction and identifying risks and opportunities for upselling.

Profile

Our ideal person?

• Proven experience in a management role within customer success, support, or service desk in a software or service-oriented industry.
• Strong leadership skills with a track record of managing and coaching teams in high-performance environments.
• Extensive background in customer support, capable of handling critical tasks effectively.
• Proficient in managing support/onboarding backlogs and leading support initiatives.
• Strong analytical skills for data-driven decision-making and performance improvement.
• Ability to develop and sustain positive customer relationships, ensuring satisfaction and identifying upsell opportunities.
• Experience working with cross-departmental teams to ensure cohesive operations.
• Deep commitment to customer satisfaction and relationship management.

Useful info

Located near the town centre in Leyland, our modern open-plan office features parking opposite, a bright environment, and a great breakout area with table tennis, a pool table, Sky TV, and an Xbox. Leyland, historically known for British Leyland, offers retail parks, leisure centres, a thriving market, and excellent road links to Preston, Blackpool, Chorley, Manchester, Liverpool, and Lancaster.

Are you a customer-focused Service Manager committed to delivering a market-leading service?

Mission

We’re a leading EDI business solutions tech company based in Chorley, near Buckshaw Parkway train station. Part of a European group, we seek an experienced Support and Managed Service Manager to lead internal teams, foster collaboration, and ensure service excellence, client satisfaction, and continuous service leverage.

Your ideal role?

• Lead, manage, and coach a team of customer support engineers and technicians.
• Foster a collaborative, high-performance environment through mentorship and guidance.
• Ensure timely support and onboarding activities by overseeing resource allocation.
• Prepare reports on department status, improvements, and focus areas for leadership.
• Monitor KPIs such as SLAs, onboarding, and customer satisfaction; take corrective actions.
• Resolve escalated issues, coordinate incident resolution, and handle major incidents.
• Maintain positive relationships with key customers, identify risks, and implement mitigation strategies.

Profile

Our ideal person?

• Management experience in customer success/support/service desk within software or services.
• Strong leadership and team management skills.
• Experience in customer support handling critical tasks.
• Ability to manage support/backlogs and lead initiatives.
• Data analysis skills for performance monitoring and improvement.
• Proven ability to maintain positive customer relationships and identify upselling opportunities.
• Experience working cross-departmentally for cohesive operations.
• Deep dedication to customer satisfaction.

Useful info

Located in Leyland with modern facilities, parking, and leisure amenities. Excellent transport links to major cities and regions.

Words from our recruitment team

Hello, I'm Paul - my team and I manage the internal recruitment for Cegedim UK. Feel free to contact me for inquiries about this role, upcoming opportunities, or to discuss working with us.