Support Manager

Ambis Resourcing; Remote; GBP 50,000 - 60,000; Full time

Job summary

A dynamic technology firm in the UK seeks a Service Delivery Manager (ERP) to oversee support managers and product teams. You will manage escalations and improve client relationships while ensuring the needs of 50 clients are met. Ideal candidates will have experience in managing support teams and ERP solutions. This role offers a competitive base salary up to £60,000 per year, plus performance bonuses. If you're ready for varied tasks and growth opportunities in an entrepreneurial environment, apply today.

Qualifications

• Proven experience in managing support teams and product managers.
• Strong technical skills to understand complex ERP issues.
• Excellent communication and relationship building with clients.

Responsibilities

• Oversee and manage a team of 10 product managers.
• Handle escalations, customer communication, and support issues.
• Develop relationships with clients and understand their needs.
• Take on operational responsibilities and grow leadership position.

Skills

Support management

Technical understanding of ERP solutions

Client relationship management

Team leadership

Escalation management

Job description

Service Delivery Manager (ERP)

Location: UK (remote with about 5 days a month travel to clients/office)
Works closely with: Product Managers, Delivery/Projects, Support, Development, Leadership Team
to 60,000 base (DOE) + performance bonus (5% - 20%)

This role is support manager overseeing 10 product managers who typically work in sub-teams covering each module of the ERP solution:

• CRM
• Finance
• Manufacturing
• Distribution
• Project management

The first 6 months of the role will be taking charge of the queue, managing the escalations, customer communication, ensuring that the 50 clients are properly looked after and that issues are resolved in a considered coordinated way, that developers/product managers are doing the right thing, priorities are correct and the team feels like a bunch of teckies pulling together.

The next 6 months is around client account reviews, working with a customer success manager (that you may need to hire) to start building fuller more durable relationships, set account objectives and have an understanding of what they want, where they are and a firm understanding of the stickiness of the clients to ERP solution and company.

Year 2 is about taking on more operational responsibility and growing your leadership position in the company, whilst still managing the support team and the customer success manager(s).

The job involves some hands on support work overseeing issues, managing the queue and dealing with the product managers, you will need enough technical skills to understand black from white.

Health warning!

As a small entrepreneurial company you will have the opportunity to engage in all sorts of tasks from Sales, Marketing, web site design, business strategy, product direction / development, hiring / interviewing, and anything else that happens to be a priority at the time, if you see this as a challenge, as exciting, as an opportunity to grow, this is a the company for you. If you see this as a distraction from your core job and an annoying pull on your time, then this is probably not the place for you.