Technical Service Delivery Lead

Permanent
Delivery
Edinburgh

We are currently looking for a Technical Service Delivery Lead to deliver exceptional support and service to Indicia Worldwide’s increasing technology customer base.

Purpose of the Role:

The Technical Service Delivery Lead will be the trusted partner to deliver exceptional support and service to Indicia Worldwide's increasing technology customer base. You will will be the face of Indicia Worldwide Service Delivery to our stakeholders (technical and non-technical) within the business and externally and will lead a team to champion customer and internal requests through a relationship-focused approach to ensure these are actioned effectively and efficiently. The Technical Service Delivery Lead will work in partnership with the Client Services and Delivery teams to align customer and business goals and help optimise the prioritisation of work. In this role, you will intrinsically understand customer requirements through ongoing collection and analysis of service desk data and feedback and refine the current support delivery roadmap to further add value.

 

Key Responsibilities:

  • The management and development of a early life Service Delivery function and team.
  • The TSDL will be involved in aspects of support, account management, demonstrating the solutions, educating customers and more. All Indicia Worldwide teams will look to Service Delivery for input across all key service and support decisions.
  • Ensure excellence in the end to end delivery of customer service for all our large technology clients.
  • Take ownership of the onboarding and offboarding of customer service management across service desks and the service delivery toolset.
  • Implementation and dissemination of Indicia Worldwide’s Service Delivery methodologies & principles.
  • Ensure that the Service Delivery team is a value add business function.
  • Ensure the Service Delivery team is fully utilized (>=80%)
  • Articulate Service Delivery and service methodologies and processes in both technical and plain English language.
  • Lead and participate in key client service delivery calls, MSR’s and QBR’s where required.
  • Create and refine key service delivery reports than provide visualization and transparency to both the customer and internal business stakeholders.
  • Provide and/or engender consistent and honest client feedback in relation to customer service against a set of deliverablesand KPIs.
  • The TSDL will ensure direct reports remain utilised, billable and profitable in line with Business KPI’s and SLA’s.

 

Key Skills, Experience and Knowledge:

  • Demonstrable experience in delivering exceptional customer service and support across a diverse customer base within a technology centric enviroment
  • Experience working with, and managing, stakeholders and customers
  • Experience managing a successful Service Delivery Team
  • Impeccable attention to detail when delivering to SLA’s & KPIs
  • Proven ability to quickly adapt to new technologies, concepts, and approaches
  • Demonstrable experience in Service Desk management and deployment
  • Creation of high-standard documentation across the service delivery cycle and the ability to hold multiple functions accountable for its creation
  • Ability to create structure in ambiguous situations and design effective processes
  • An understanding of Cloud Technologies and their application and benefits e.g. AWS, Azure, Oracle or Google – Desireable
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • Bachelor’s degree level educated in relevant field – desirable 

 

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