What Jobs are available for Customer Facing in the United Kingdom?

We are a dynamic UK-based technology company that is fundamentally changing the way international logistics operates. We’ve built deep credibility in the supply chain, partnering with more than 60 global leaders to eliminate manual processes, unify fragmented systems, and unlock intelligence at scale. Along the way, we’ve raised over $45M from Bessemer Venture Partners and Eight Roads to accelerate this mission.

With the launch of our next-generation agentic platform, we’re doubling down on our supply chain roots while laying the groundwork to expand into new industries. Designed to handle messy data, fragmented systems, and people-intensive workflows, our platform is already proving its versatility. Customers in finance demonstrate how these same capabilities translate seamlessly into finance, insurance, and beyond, validating our vision of Raft as the enterprise AI platform that can scale across industries.

As we continue to grow, we’re looking for a Customer-Facing Technical Program Manager — part Technical Program Owner, part Forward Deployed Engineer who can work directly with enterprise customers to implement, debug, and optimize AI-driven solutions. This is great for someone who thrives in ambiguity and excels at driving forward momentum across multiple stakeholders.

This person is a hands-on problem solver, a connector of people and context, and a translator between technical and business worlds. You’ll work directly with enterprise customers and internal teams to deliver short-cycle, high-impact initiatives, coordinating engineers, aligning priorities, and ensuring successful outcomes in dynamic environments. You’ll engage deeply with customer engineering teams to ensure successful deployments, troubleshoot integration issues, and creatively build solutions using our platform and existing toolsets.

This isn’t a process-heavy PM role. It’s about situational leadership, creativity, influence, and execution. This is a high-impact, customer-facing technical role,  ideal for someone who loves working close to real users, enjoys solving ambiguous problems, and thrives in a fast-moving environment where AI is applied in the real world.

Drive Complex, Fast-Moving Programs

• Coordinate multiple workstreams with internal engineers, data scientists, and external customer teams.
• Keep everyone aligned — proactively communicate updates, risks, and next steps across functions and time zones.
• Unblock issues quickly by finding creative paths forward using the tools, people, and information available.
• Lead short-term technical projects to deploy and integrate our AI platform within enterprise environments.
• Debug and troubleshoot customer issues in real time — from data ingestion to model inference and API integrations.
• Rapidly prototype or configure creative solutions using our existing tools, SDKs, and APIs.
• Collaborate with Product and Engineering to identify feature gaps and influence roadmap priorities based on field learnings.

Customer Engagement

• Serve as the technical point of contact during deployment or pilot phases.
• Translate customer objectives into actionable, time-bound technical plans.
• Deliver technical clarity and confidence during high-stakes customer engagements.

Be a Creative Problem Solver

• Dive into technical details when needed: debug integrations, validate data flows, test features, and write clear engineering tickets or documentation.
• Use existing APIs, scripts, and workflows to prototype or patch together practical solutions.
• Continuously apply AI tools (e.g., for summarization, debugging, code generation, documentation, or workflow automation) to move faster and smarter.

Influence Without Authority

• Build credibility through competence and calm under pressure.
• Use soft power to align internal and external stakeholders — whether convincing a customer to adjust scope or persuading an engineering team to re-prioritize.
• Frame trade-offs clearly and help everyone focus on what drives the greatest value fastest.

• 5+ years of experience in Technical Program Management, Forward Deployed Engineering, or Customer Engineering roles in SaaS or AI-related companies.
• Deep comfort operating across technical and non-technical domains; ability to talk APIs one minute and business impact the next.
• Strong debugging and troubleshooting instincts — you don’t stop at identifying a problem; you help find or prototype a fix.
• Exceptional communication and stakeholder management skills — written, verbal, and async.
• Proven ability to influence, negotiate scope, and align teams in high-stakes, fast-moving environments.
• Daily use of AI tools in your workflow; ideally, you’re AI-native — comfortable prompting, automating, and leveraging models creatively.

Nice-to-Haves

• Familiarity with AI/ML concepts, data pipelines, or enterprise integrations.
• Experience with Python, SQL, or scripting for light debugging or validation tasks.
• Exposure to high-growth Series A–C environments or enterprise deployment programs.

• Operate at the heart of technology strategy in a cutting-edge enterprise AI company.
• Gain exposure to the inner workings of a high-growth startup and help shape its scaling journey.
• Partner closely with senior leadership, including the CTO, CEO, and executive team.
• Build systems and processes that have a lasting impact on the company’s trajectory.
• Work in a high-energy, collaborative, and multicultural environment.

Yodel is now part of the InPost world connecting you to one of the UK's largest parcel delivery networks, delivering millions of parcels every week across the UK, including to over 10,000 parcel lockers.

As the number of deliveries continues to grow, we are always looking to partner with more independent subcontractors and distribution businesses who can help get our parcels where they need to be, when they need to be there.

We operate all over the country, so it doesn't matter where you're based. If you're a local delivery company or a start-up looking to take on more deliveries, we need you to help us expand our reach.

As a Service Partner with Yodel by InPost, you'll be given a set district for your team to deliver in. You'll need to deliver every item safely and keep your team happy too. After all, you'll be responsible for looking after your business, covering everything from driver pay to service performance and compliance.

We pay competitively for your services
Potential revenue starting from £58K per year. Want to take on other areas? No problem! For anyone who is ambitious, the opportunities to earn are huge! There are plenty of parcels to be delivered and money to be earned as one of our Service Delivery Partners.

We'll give you your own tour
You can plan your own route and will be allocated a specific tour where you will deliver each day. You will collect your parcels from your local Service Centre, scan and load them on to your own van(s) and then get out on the road.

We'll support you and help you grow your own business
You get all the independence of being self-employed, plus we will provide full training. We will give you all the tools to grow your own business if you wish with extra drivers, extra parcels, and more money!

We are looking to partner with successful like-minded businesses with a passion for achieving results. You'll need to show us that you can lead and inspire a high-performance team who can deliver exceptional results.

To get started today, you'll need to have the following in place:

• Your own team of drivers and fleet of vans
• Goods in transit and public liability insurance
• Limited Company Registered
• UK or EC/EEA valid driver's licence
• Right to work documentation
• Support for your drivers to ensure the successful delivery of our parcels, 6 days a week

Want a bit more? All our Self-Employed Delivery Drivers have access to the following:

• Partner Discounts - Including Naked Wines, Beer Hawk and Hello Fresh.
• Health and Wellbeing Programmes - Offering support from managing relationships to finance
• Develop and grow your business - There's plenty of parcels to deliver meaning the earning opportunity is your hands.

Yodel is now part of the InPost world connecting you to one of the UK's largest parcel delivery networks, delivering millions of parcels every week across the UK, including to over 10,000 parcel lockers.

As the number of deliveries continues to grow, we are always looking to partner with more independent subcontractors and distribution businesses who can help get our parcels where they need to be, when they need to be there.

We operate all over the country, so it doesn't matter where you're based. If you're a local delivery company or a start-up looking to take on more deliveries, we need you to help us expand our reach.

As a Service Partner with Yodel by InPost, you'll be given a set district for your team to deliver in. You'll need to deliver every item safely and keep your team happy too. After all, you'll be responsible for looking after your business, covering everything from driver pay to service performance and compliance.

We pay competitively for your services
Potential revenue starting from £58K per year. Want to take on other areas? No problem! For anyone who is ambitious, the opportunities to earn are huge! There are plenty of parcels to be delivered and money to be earned as one of our Service Delivery Partners.

We'll give you your own tour
You can plan your own route and will be allocated a specific tour where you will deliver each day. You will collect your parcels from your local Service Centre, scan and load them on to your own van(s) and then get out on the road.

We'll support you and help you grow your own business
You get all the independence of being self-employed, plus we will provide full training. We will give you all the tools to grow your own business if you wish with extra drivers, extra parcels, and more money!

We are looking to partner with successful like-minded businesses with a passion for achieving results. You'll need to show us that you can lead and inspire a high-performance team who can deliver exceptional results.

To get started today, you'll need to have the following in place:

• Your own team of drivers and fleet of vans
• Goods in transit and public liability insurance
• Limited Company Registered
• UK or EC/EEA valid driver's licence
• Right to work documentation
• Support for your drivers to ensure the successful delivery of our parcels, 6 days a week

Want a bit more? All our Self-Employed Delivery Drivers have access to the following:

• Partner Discounts - Including Naked Wines, Beer Hawk and Hello Fresh.
• Health and Wellbeing Programmes - Offering support from managing relationships to finance
• Develop and grow your business - There's plenty of parcels to deliver meaning the earning opportunity is your hands.

Service Delivery Manager

£15m Field Service Business | 60 Engineers | Dynamic Team Culture

Join a thriving, people-focused organization as our Service Operations Manager — leading the internal help desk that powers a high-performing team of 60 field engineers.

You’ll oversee the planning, scheduling, and invoicing of field operations through a cutting-edge, cloud-based Field Service Management (FSM) system — ensuring our customers receive world-class service.

We’re an employer of choice, fostering collaboration, growth, and belonging.

You’ll use data insights and exception reporting to drive efficiency, motivate your team, and deliver results that matter.

What you’ll bring:

• Proven experience managing field service operations and teams.
• Strong leadership, people management, and communication skills.
• Confidence with Microsoft 365 and data-driven decision-making.
• Energy, positivity, and a passion for continuous improvement.

What we offer:

• Competitive salary + bonus
• Career development and leadership training
• Supportive, inclusive, and forward-thinking environment

Join us and help shape the future of service excellence.

Apply now and be part of a great place to belong.

Formal HR Job Description

Position Title: Service Delivery Manager

Department: Field Service Operations

Reports To: Operations Director

Direct Reports: Internal Help Desk & Planning Team

Location: Bury HQ

Salary Range: £55,000 Basic + Bens + Bonus

Purpose of Role

To manage and continuously improve the internal service operations team responsible for supporting, planning, scheduling, and invoicing all field engineer work. The role ensures operational excellence, data-led decision making, and an exceptional employee and customer experience.

Key Accountabilities

• Lead the daily operation of the internal help desk supporting 60 engineers.
• Manage planning, scheduling, and invoicing through the company’s cloud-based FSM system.
• Monitor team and individual performance using KPIs, dashboards, and reports.
• Ensure compliance with service SLAs, process standards, and data accuracy.
• Drive continuous improvement through analysis of trends and exception reporting.
• Develop and coach team members to achieve personal and business goals.
• Communicate effectively across departments to ensure seamless service delivery.
• Produce management reports highlighting performance, challenges, and opportunities.
• Foster a culture aligned with company values — collaboration, development, and belonging.

Key Competencies

• Leadership and team development
• Communication and stakeholder management
• Analytical thinking and data literacy
• Operational planning and prioritization
• Customer service excellence
• Adaptability and problem-solving

Education & Experience

• Minimum 5 years’ experience in a service operations or scheduling environment.
• Strong working knowledge of field service management or ERP systems.
• Advanced Microsoft 365 Office (Excel, Teams, Power BI preferred).
• Experience leading and developing teams in a fast-paced, customer-centric environment.

Driving Excellence in Technical Support!

Join us as a Service Desk Manager and ensure round-the-clock coverage across all support

channels. Manage our Service Desk team to deliver exceptional support, evaluate performance, and uphold SLA standards. Implement ITIL processes to foster best practices in technical support.

Your insights from customer feedback will be pivotal in enhancing our services and driving continuous improvement.

About us

We are a rapidly growing Omnichannel SaaS organisation on a mission to boost productivity, improve customer service, and increase efficiency across various industries. Based in Manchester, UK, our influence spans five continents, with offices in Barcelona, Miami,

Melbourne, and South Africa, and we're not done yet- we're still growing at incredible rates. We are soon likely to become Manchester’s tech Unicorn.

Responsibilities

• Deliver on promises and drive customer success through exceptional support.

• Prioritise effectively, identifying and resolving root causes of recurring issues.

• Demonstrate expertise in technical support, maintaining professionalism in all interactions.

• You will ensure quality delivery in every customer interaction.

Who is suitable for this role?

• Proven track record as a Service Desk Manager or similar role

• Proficiency in help desk and remote control software.

• Strong technical background with excellent communication skills for both technical and non-

technical audiences.

• Customer service orientation

• Exceptional written and verbal communication skills.

• Problem-solving skills

Additional Information:

This role may require working outside standard business hours, including nights and weekends, once every five weeks.

Service Delivery Manager (Anaplan Managed Service)

Role Opportunity

We are seeking an experienced Service Delivery Manager (SDM) to join our Anaplan Managed Services team, ensuring high-quality support, continuous improvement, and seamless service delivery for our growing Anaplan customer portfolio across the EMEA region.

This role requires a strong mix of stakeholder management, commercial awareness, governance, teamwork and collaboration skills, with a focus on maintaining excellent service levels and driving Anaplan adoption.

We put the customer at the centre of what we do and enabled by a tremendously powerful connected planning platform in Anaplan, we seek to enable our customers to improve decision-making by gaining transparency and visibility through business-owned models and turning response time into real-time, to make better decisions to enhance their businesses.

This is a fantastic opportunity for someone who enjoys building relationships and is passionate in helping customers optimise the value they get from their Anaplan environment.

Please note: This is not an IT service desk role. It requires close engagement with business stakeholders, consultants, and platform teams to ensure customers realise the full business value of their Anaplan investment through effective adoption, optimisation, and ongoing support.

Reports to: Head of Managed Services/Care

Location: Hybrid – mixture of remote working and travelling to customer site approx. x2 days per week

Direct Reports: N/A

Package: TBA

Job Description

You will take the lead in ensuring our customers continually realise the full value of their investment in Anaplan and our managed services. Acting as the primary advocate for our customers, you will ensure they achieve the best possible return on their investment.

Working closely with our Managed Services Consultants, you will proactively seek to understand each customer’s unique needs, driving better adoption of the Anaplan platform while ensuring Bedford’s services remain integral to their success and are well-positioned for renewal.

Accountabilities and KPIs

Reporting to our Head of Managed Services/Care, you will take the lead in ensuring our customers are availing of our services.

Responsibilities & Accountabilities:

Customer Relationship & Stakeholder Management

• Act as the primary point of contact between the customer and the managed service team.
• Quickly establish close relationships with key customer stakeholders, understanding their current service requirements and building out a service plan to support in value realisation and service expansion.
• Conduct regular service reviews with the customer to discuss performance, improvements, and upcoming requirements.
• Gather and translate business needs into actionable enhancements, business critical updates and new Anaplan models .
• Manage escalations , ensuring critical issues are addressed promptly and keeping the customer informed of resolutions.

Service Management & Operations

• Ensure that service delivery aligns with the agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) .
• Oversee the incident management , problem resolution , and change management processes related to Anaplan support.
• Monitor ticket trends , identifying recurring issues and ensuring proactive resolution to reduce future incidents.

Financial & Commercial Management

• Track service consumption against contracts and ensure service delivery remains within agreed budgets.
• Identify and propose upsell or additional service opportunities .
• Assist in contract renewals and service scope discussions with customers.

Collaboration & Coordination

• Coordinate with the Managed Service support team , ensuring workloads are balanced and high-priority issues are addressed promptly.
• Collaborate with our technical consultants to implement system improvements and new features.

Governance & Reporting

• Maintain service performance reports , highlighting trends, SLAs, and areas for improvement.
• Provide quarterly or monthly service reports , presenting insights on ticket volumes and themes, response times, lessons learnt, opportunities for improvements.
• Understand and apply the processes and structures that ensure the smooth running of the Managed Service customer support experience.

Key Pre-requisites

Essential:

Minimum 3 Years experience in Service Delivery Management within a Managed Services or SaaS environment, with a proven track record of owning complex customer portfolios and delivering high-impact service outcomes.

Experience managing a portfolio of mid-to-large enterprise customers, ideally across multiple industries, with a focus on SaaS or platform adoption, value realisation, and long-term service delivery success.

Demonstrated ability to build and maintain strong, strategic customer relationships, acting as a trusted advisor to senior stakeholders and driving customer satisfaction, retention, and long-term engagement.

Knowledge of ITIL processes within the service operation and transition layers.

Ability to analyse service performance metrics and drive continuous improvements.

Excellent communication, stakeholder management and governance skills, with experience leading service reviews, handling escalations, and working cross-functionally.

Desirable:

Conversational knowledge of Anaplan , including model maintenance and best practices

Anaplan certification (Model Builder) is a plus.

Strong leadership skills, with the ability to manage and mentor technical teams.

Experience with automation tools and process optimisation in a cloud-based environment.

Company policy statement

Please note the company’s preferred selection method is to use a combination of interviews and by inviting potential candidates to one of our assessment centres. Please further note that to protect the company’s legitimate business interests, and the interests and wellbeing of current staff, the company reserves the right to lawfully undertake proportionate pre-employment checks and ongoing diligence both before the commencement of your employment and periodically during your employment.

The Company

Corporate Travel Management (CTM) is an award winning, global leader in business travel management services. We drive savings, efficiency and safety to businesses and their travellers all around the world. CTM’s proven business strategy combines personalised service excellence with customer facing technology solutions to deliver a return on investment to customers.

Overview

The Service Delivery team are responsible for managing and overseeing a number of specific projects for government clients, specifically in relation to the provision of accommodation, transport and providing operational help and support to make their project a success. In this role, the job holder will be the main point of contact in relation to all project related issues, working alongside colleagues in Client Services, Supplier Relations, Health & Safety and Finance. The role will also be responsible for handling incoming calls and emails in line with agreed service levels and providing a high level of customer service to all clients.

Please note that this role requires to undergo a security clearance process (you must have lived in the UK since 5 consecutive years to be eligible) and an enhanced DBS check. Kindly refrain from applying if you are not willing to undergo these necessary background checks.

The role is office based, Monday to Friday, core office hours.

Skills

Must Have

• Excellent written and verbal skills
• Excellent with Excel spreadsheets
• Highly resilient, remaining calm when dealing with pressure
• Highly organised and an effective planner

Nice to Have

• Experience using Freshdesk or a similar tool
• Exemplary customer service to internal and external stakeholders
• High attention to detail
• Excellent communicator
• A team player
• Commercially aware
• Ability to think logically and to use creativity to solve problems and come up with solutions
• Proficient knowledge of Microsoft Office packages, particularly Word and Excel.
• Flexibility to work in all aspects of the role, taking on tasks as dictated by business needs.

Experience

Essential

Customer service experience –demonstrable experience of working in a customer centric environment

Desirable

Previous experience of working for a travel company would be advantageous.

Required of all CTM Positions

Embrace CTM’s core values of Connect, Evolve, Deliver.

Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.

Ability to work independently as well as part of a team.

Appropriate and professional written and verbal communication.

Demonstrated ability to meet deadlines, handle and prioritise simultaneous requests.

Creative and analytical thinking with strong problem-solving and consultative skills.

Demonstrates calm under pressure – is a proactive contributor and eager to learn.

Proficiency in Microsoft Office Suite.

Ability to do basic math.

Ability to read and interpret information.

Attention to detail.

Regular and reliable attendance.

Why CTM?

Reward & Recognition

CTM’s annual reward and recognition programme, CTM All Star Awards, takes our peer voted ‘All Stars’ on an incentive trip to destinations all around the world. Previous trips have included: Los Angeles, Hong Kong, Paris, Abu Dhabi, Queenstown, and Dallas.

As part of a strong and stable company, CTM will support you in your career development plans with a very strong history of promoting from within. CTM’s High-Performance (HiPo) programme has excelled the professional development of many CTM Leaders.

Employee Wellbeing and Flexibility

The physical health and mental wellbeing of our CTM employees is something we take very seriously. To promote these amongst our teams, CTM provides each employee with access to a well know wellbeing platform, free independent advice across a range of topics, ability to increase annual leave and more.

Sustainability Focus

CTM is committed to a range of initiatives that enable a socially responsible, long-term and sustainable mindset within CTM. Underpinned by our four Sustainability Pillars; Principles of Governance, People, Planet, and Prosperity, CTM’s Sustainability Strategy identifies material issues and outlines initiatives to achieve this. Some initiatives include:

• Annual Volunteer Day Leave to support a charity/cause of your choice
• Offsetting all CTM employees’ travel
• Partnership with South Pole – supporting sustainable community projects (local & global)
• Paperless office initiatives & recycling options

If you’re considering a career in travel, or a return to the travel industry, CTM is your number one choice. Your career in corporate travel is ready for take-off. Get on board today.

CTM is a Disability Confident Employer. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.

CTM is the Data Controller with respect to the personal information you provide during your application. We will use this information solely to process your application, and our legal basis is that you are considering taking up an employment contract with us. We may share this information with our parent company in Australia, but otherwise we will not disclose it to any other organisation. If you take up employment with us, we will keep the information for the duration of your employment, otherwise we will destroy it 2 months after the post is filled.

All the information that we ask for in application forms has to be completed for your application to go ahead. There is no profiling or automated decision making applied to the personal information you supply. You have all the legal rights with your personal data as laid out in the General Data Processing Regulation (GDPR) and the Data Protection Act 2018, including the right to complain to the Information Commissioner’s Office. Our Data Protection Officer may be contacted at

We are actively building diverse teams and welcome applications from everyone.
Role:
Service Delivery Manager
Location:
SCC Site
(SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type:
Permanent
Salary Package: £47,000 - £2,000
plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours:
9.00 am – 5.30 pm Monday – Friday
Interview Process:
2-stage process
Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role Purpose
The Service Delivery Manager Level 2 (SDM2) role manages a single large strategic customer or a portfolio of Customer accounts that are representative of Highly Complex, Strategic or Accounts within the TOP 40 classification with annual account revenues up to £4m r annum.

Success in this role will be demonstrated through managing provisioned SCC services to contracted service levels delivering a high level of customer satisfaction underpinned by CSI (Continuous Service Improvement) initiatives and developing a value-add proposition. Ultimately, ensuring customer retention, growth and transformation is delivered over the contract period.

The SDM2 fully understands the contract, commercials and SLA's/KPI's within their Customer portfolio and supports the understanding of these within the wider SCC business.

The SDM2 works closely alongside the aligned Account Manager on account planning and growth across all Customers in their portfolio.

The SDM2 is a key customer advocate, acting as the voice of the customer internally. The role requires the ability to develop, grow and nurture positive relationships with the designated Customer organisation, suppliers and internal delivery functions.

The SDM2 is likely to have several direct reports and is further accountable for delivering Performance Reviews, recruitment activities, meeting retention targets, day to day management

The SDM2 is a champion of the Customer First value on aligned accounts and is accountable for fully engaging the customer(s) on the Customer Experience improvement journey with the aim of continually improving customer satisfaction at all levels across the customer base

Key Responsibilities
Account Management

• Enable and contribute to the population of the Account Plans, as an account team in partnership with the Sales Team
• Enable and advise Service Managers / Sales Account Managers in development of opportunities to extend, negotiate and expand the SCC undertaking and drive incremental revenue.
• Understand the Customers business, the Account plans and SCC Company Strategy
• Ensure, advise and influence peers &Service Management with Account management to provide a consistent approach and to assist with opportunities
• Act as a customer advocate and a strong voice of the customer internally
• Work collaboratively with Account managers and senior management in the Sales team in order to build relationships with key internal stakeholders and to drive customer growth and profitability.
• Understand the Customers business, the Account plans and SCC Company Strategy
• Build excellent relationships with both customers and internal SCC stakeholders. Be a collaborative partner with other internal departments to deliver the best possible customer experience.
• Act as an escalation point for the customer
• Take ownership of account issues and escalations to facilitate progress and resolution with stakeholders and functional units. Ensure Senior Service Management are advised of major service issues (to minimise surprise and exposure)

Financial, Commercial & Contract Management

• Ensures commercial / service charges are managed and invoiced in line with financial cadence
• Oversee the management of Service Credit negotiations
• Management of the underlying cost of Service as defined in the agreed Service Cost Model
• Continually review cost model/delivery approach to drive down the cost of delivery
• Ensure and apply an understanding of SCC financial models that control the P&L, margin and cost base
• Oversee the day-to-day contract mechanics (such as management of change (CCN) – variations to contract) through to conclusion and approval
• Provide support to Service Managers/Account management in renewals and extensions
• Engage with Service Design to ensure that Design and Cost models are fit for purpose
• Engage with contract negotiations and transition to ensure the Service Delivery requirements are encompassed in new customer contracts. Ensure the opportunities to extend, negotiate or expand the SCC undertaking and drive of incremental revenue are reported through to the appropriate level of management
• Provide SCC stakeholder functions with the required financial / flash reporting for accounts under stewardship, identifying any outstanding reserves, expected provisions and any associated penalty / credit scenarios
• Ensure timely and accurate finance forecasting to support Service Managers in the Financial Governance processes
• Identify and advise on any nominated accounts where no or insufficient Service management Funding is being received and work with Service and Account Management as appropriate to agree corrective action
• Working with Operational teams and primary stakeholders in the context of contractual commitments to manage service credit/penalties and notifying management of any such impending likelihood via the agreed governance & reporting mechanism

Service Improvement & Value Creation

• Initiate and manage workstreams in relation to the management of continuous improvement and customer perception.
• The SDM will adhere to the process of generating and distribution of Customer satisfaction surveys and ensure the collation of responses are effectively managed.
• The SDM will measure and advise on the customer satisfaction for all aligned customers on a regular basis
• The SDM will review Customer satisfaction feedback to ensure that appropriate service improvement actions are captured and recorded on the Service Improvement plan to initiate and influence customer discussion to progress the resolution of these actions.
• The SDM, will work with customers and internal stakeholders, to initiate and influence the outcome of Critical Success Factors that reflect the agreed service improvements and ensure that they can be appropriately measured via KPIs or other measures.
• The SDM will initiate and influence customer discussion in relation to SCC initiatives and opportunities for additional services, early contract renewal and/or transformation
• The SDM will work to initiate and influence customer discussion to increase the value-add proposition by understanding their requirements and what they perceive as value from the SCC
• Responsible for the identification of cost reduction areas where appropriate for both SCC and the Customer
• Working with stakeholders to initiate and influence the development of an appropriate communications plan that reports, updates and provides relevant feedback channels as part of the CSI initiative and enhances customer participation / engagement.

Operational Contract Management

• Ensure that the portfolio of customer contracts and its operational translation are fully understood and conversant. Work internally and with the customer to advise and remove any ambiguity.
• Demonstrate ability to engage, initiate and influence change.
• Ensure that the sign off Request for Change and associated risks both internally and with the Customer. Sign off high risk or large change.
• Ensure active involvement in on boarding the customer and in finalising the contract.
• Take an active role in overseeing the transition into service for new Customers and additional services, ensuring AIS is completed, and any known risks are managed.
• Ensure effective and early lines of communication with Projects and Transition to mitigate potential impact to live service.
• Ensure consistent process and documentation across the team. Work with other SSM/SDMs to ensure this is consistent across the department.
• Working with stakeholders (Customer and internal functions), assist in Major Incidents and providing support in getting stakeholder functions to deliver resolution, work arounds and associated customer update / communications at an agreed frequency.
• Working with stakeholders (Customer and internal functions), to provide management support with stakeholder 3rd party suppliers that underpin any contractual performance measures or deliverables / services to SCC Customers.
• Ensure all appropriate teams are actively involved in on boarding new contractual requirements & overseeing the transition into service for additional services, ensuring AIS is completed, and any known risks are managed
• Ensures Service Quality measurements are in place and a service excellence ethos promoted
• Acts as initial escalation point for Customers on BAU issues
• Organises and Chair Service Review meetings

Customer Experience Strategy

• Be fully conversant with the Customer First programme and support in line with Business Strategy from key areas of the programme:
• Voice of Customer – ensure we understand customer view of the company & the services we deliver and have a roadmap to address
• Customer Experience Strategy – ensure we have a fully documented & agreed customer strategy
• Customer Satisfaction – drive and support the business tragedy target in response rate and target measures

Reporting & Governance

• Own and manintain Continuous Service Improvement (CSI) and Service Improvement Plans ( SIP ) working with SMs / client for each account
• Ensure working with the appropriate stakeholder teams, that standard SCC tool sets deliver the appropriate / defined contracted customer service reporting at agreed frequencies
• Ensure the correct governance framework and cadence are in place with each customer
• Ensure Stakeholder alignment to the agreed governance
• Ensure agreed performance statistics and reporting are provided to the customer
• Ensure that agendas, minutes, actions and associated reporting requirements are implemented and maintained.
• Completes agendas, minutes, actions, and associated reporting
• Work with SMO to ensure full adherence with any audit requirements in line with ISO9001, 2000 & 27001 compliance

Skills And Experience

• At least 4 years' experience managing a portfolio of accounts of Complex / Strategic standing
• Strong business and commercial experience and a good understanding of managing customer P&L
• Experience of end-to-end contract management
• Proven ability to manage the SIP and CSI processes for a customer portfolio
• Knowledge of managed services methodologies
• Good understanding of the IT industry, infrastructure systems and hosting
• Experience of working within/aligning to an ITIL environment
• Experience of AIS (Acceptance into Service) for managed service/projects
• Strong business and commercial experience and a good understanding of managing a customer P&L
• Experienced at managing small teams either directly or virtually
• Excellent customer facing experience and customer service skills
• Ability to inspire and motivate others
• Ability to interface with senior stakeholders regularly (internally and with customers)
• Ability to manage multiple tasks in an accurate and timely manner, often against tight deadlines
• Ability to communicate effectively at the appropriate levels, internally and externally
• Ability to influence at all levels. Able to effectively handle customer relationships and negotiations
• Ability to translate and communicate business requirements and service requirements / specifications to varying levels of audience
• Excellent written and verbal communication skills
• Good Word, PowerPoint and Excel skills, with a demonstrable ability to build well-presented and logical documents and presentations
• Track record in delivering on a customer service model
• Track record of high performance and achievement
• Support cross functional collaboration to maximise customer satisfaction
• Embraces the Business strategy and adoption across teams
• Able to work out of hours and on weekends as required
• Flexible with location and able to travel
• Direct or indirect line management experience and responsible for performance management and appraisals
• Full UK Driving License and able to travel

About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ o ice in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
*Diversity & Inclusion at SCC -
Sustainability at SCC -
Life at SCC - *

Vivedia are looking for a Service Delivery Agent to join the growing team.

About us

Vivedia is a truly customer-focused, audio-visual tech business based in Sheffield with customers across the UK. Our main services are music, live webcasting, and video tributes. We've grown enormously in the past few years as a result of a customer-centric approach and by providing great service. We're now hiring happy, motivated people to join our Service Delivery team.

The business has driven genuine innovation and an improved experience within the industry. This has resulted in highly engaged customers who are keen for opportunities to do more work with us.

The team are very passionate about the work, and it's a positive environment where people are trusted to get on and do a great job. In anonymous surveys, employees consistently report being really happy. The company is working on environmental initiatives, likes to make a positive difference in its local community and makes significant charitable donations each year.

Key Responsibilities

• Managing daily inbound calls as well as outbound calls to our customers
• You'll provide excellent customer service, improve our customer's product and service knowledge, and build lasting working relationships
• Editing media content using our one-of-a-kind editing software

Service Delivery agent – You

• You'll be part of a multi-skilled team, with opportunities to learn new skills with us in different aspects of Service Delivery
• We'll provide training and development, and you'll get the chance to work in an environment where your ideas matter
• You'll be happy taking and making lots of phone calls
• A love of talking to people
• A proactive approach to customer relationships
• Naturally great communication skills
• A genuine desire to offer a quality customer experience
• A great eye for detail, we have rigorous quality control processes in place that you'll need to follow
• The ability to demonstrate the empathy and sensitivity to provide a consistent, quality service to all our customers
• Good basic IT knowledge including experience using Microsoft Office

Location

• This role is based at our Sheffield HQ

Benefits

• 25 days holiday, plus statutory bank holidays (pro rata)
• Statutory defined-contribution pension scheme
• Discretionary annual bonus
• Life event support: £1,000 first-time buyers' allowance, £50 bereavement allowance, 50 baby bonus, 50 marriage allowance
• Employee assistance programme
• Free annual eye tests, glasses contributions and flu vaccine
• Flexible working hours/location (subject to needs of role)
• Warm and relaxed working environment
• Smart hub office with freshly ground coffee, healthy snacks, and free onsite parking
• Free onsite parking
• Regular team socials, including big summer family party

To submit your CV for this exciting Service Delivery Agent opportunity, please click 'Apply' now

Hours: 40 hours a week, Monday to Friday, 8.30am – 5.30pm and occasional weekend working.

Job Types: Full-time, Fixed term contract

Contract length: 4 months

Pay: £2 800.00 per year

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (required)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person