Customer IT Solutions Manager

Location: UK Based – Homes Based

Salary: £50k – £54k plus Bonus 10% & Benefits


THE ROLE


The Customer IT Solutions Manager will support the Head of International IT to radically improve the Customer IT Solutions provision across a number of previously separate businesses, whilst ensuring the technical environment is robust, fit for purpose and supports the Business to manage its day to day activities, as well as to evolve.


The role holder will be responsible for leading and supporting an array of Customer IT projects including onboarding and ongoing evolution.


With a deep understanding of the customer's business vision, culture and processes, the role holder will be the customer's voice within our client.


In addition to customer facing responsibilities, the role holder will help shape the growing Customer Solutions Management function, where the passion to define and implement standard processes, methodologies, and tools will be highly valued.


The role holder will define solution requirements and assist in designing quality IT solutions to meet business requirements as well as ensuring applications are managed and delivered.


The role will need to keep a close eye on innovations within the industry to identify new ways in order to satisfy customers' needs through IT solutions.


The position holder will also be responsible for assisting in the provision of some related areas of support, which includes a Service Desk (1st line), 2nd and 3rd line.


This function will provide exceptional customer service strengthening brand awareness and building genuine customer relationships.


The role also demands some administration, testing, training, maintenance, vendor management and other related areas.


Primary Responsibilities:


• Assist in developing a new Business function that caters for all aspects of Customer onboarding and ongoing management


• Representing the ‘Customer’ within the Business to ensure designing and deliver global applications to meet the current and future needs of the Business


• Assisting on all aspects of the Customer system life cycle (define, design, procure, decommission, migration, go live, early support, phased improvements)


• To be responsible for the day to day management and work streams of the Customer Solutions team


• To create and maintain a thorough understanding of the Customer Integration Teams service level agreements (SLAs)


• To ensure all customers are communicated to regularly with up-to-date, relevant feedback on the status of reported integrations, projects and incidents


• To prepare both ad-hoc and regular complex management information reports as requested by the Head of Service Delivery


• To coach, develop and motivate the integration team, both individually and as a group


• To ensure staff comply with all organisation and IT policies and procedures


• To support the Head of international in the maintenance of processes and documentation to support the other Business functions


• To be available to respond to user and colleague enquiries and escalations


• To recommend service, solution and process improvement activities and assist in their deployment • Fully document provided solutions to the highest standards


• To support the Head of International in the continual development and improvement of the integration team with the emphasis on customer focus and solution development being a priority for the team


• To comply with all organisational standard working practices including attendance of team meetings and completion of administrative tasks.


• To take ownership for escalated customer issues, through to resolution. To ensure all issues which cannot be solved by the Team are dealt with in the appropriate manner and escalated immediately where appropriate.

• Play a key role in an array of integrations involving Customers, partners and software suppliers


• Understand the business needs and requirements of internal and external customers and stakeholders, optimising the design and delivery of IT solutions


• Assist on championing, developing and implementing IT Solutions strategy for to achieve business outcomes with quality software and solutions


• Balance supply and demand forces as an internal supplier to programmes, BAU and Change initiatives ensuring delivery of solutions to the appropriate time, scope and quality standards


• Develop a programme of IT customer change overseeing all technology roadmaps and monitor them driving delivery according to established goals


• To ensure that the Customer IT applications maintain an acceptably high level of availability


• Manage support escalations in accordance with the Company incident and escalation Management policy


• Conduct/Run workshops and training sessions


• Assist in design software tests, either alone or as part of a team


• Maintain/Implement methodologies to improve relationships and Customer perceptions whilst building strong internal relationships


• Manage support escalations in accordance with the Company Incident and Escalation Management Policy


• Occasionally attend IT monthly review meetings with select Customers and Network Partners


• Maintain formal procedures for consistency and increased productivity for the management of Customers


• Maintain/Implement methodologies to improve relationships and Customer perceptions whilst building strong internal relationships


• Assist in Customer IT Proposals, specifications, and project plans


• Demonstrate a professional attitude towards work including confidentiality



EXPERIENCE REQUIRED

The ideal candidate would have at least 10 years’ experience in:


• Good interpersonal communication skills including the ability to work within a team and interact across the company structure. Previous roles that have demonstrated initiative, and have developed excellent Customer service skills


• Equivalent of 5 years or more of proven experience in at least two IT Architecture domains, including Solutions Architecture, Systems Architecture, Business Architecture, Information / Data Architecture, Application Architecture and Technology / Infrastructure Architecture is essential • Proven leadership and management skills


• Experience in working with cloud technologies such as Amazon and Azure


• Equivalent of 3 years or more of proven experience in excellent business and technical problem-solving skills is essential.


• Equivalent of 3 years or more of proven experience in Technology / Infrastructure implementation experience is essential.


• Innovative!


• Successful delivery of IT change projects in an organisation


• Risk management


• Working knowledge of Microsoft 365, Dynamics and Power BI


• Experience of managing IT Service Desks, 2nd line/onsite remote support teams, IT administrative functions and data network and data centre provision and support


• A logical approach to problem solving is essential


• Logistics and postal experience are an advantage.


THE PERSON

Essential Function The role holder must be able to manage individuals and teams along with working with business stakeholders, other IT teams and external providers. The person must be technically competent in understanding network and system-hosting technologies, have strong management and leadership skills as well having strong project management skills.


REQUIREMENTS


The ideal applicant should have:


• Strong customer focussed attributes


• The ability to think strategically and understand the bigger picture and long-term objectives


• The ability to understand and translate business requirements and processes into technology-based change


• The ability to present and explain complex technical matters to non-technical people


• Good interpersonal skills with ability to adapt their approach for a diverse group of people


• Ability to work under pressure to meet challenging deadlines


• Project management skills


• Understanding of data protection and information management practises and guidelines


• Understanding and awareness of the security threats currently faced by organisations


• Demonstrate a professional attitude towards work including confidentiality


• Excellent general IT skills and understanding


• Strong verbal and written communication skills, (English)


• A good knowledge of desktop and groupware solutions including MS Exchange, SharePoint, Anti-Virus solutions and MS Office


• Literate and a clear communicator


• Ideally will have a good working knowledge of ITIL principles


• Ability to work under pressure and to tight timescales


• Able to work independently and remotely


• An ability to learn new skills rapidly


• Ability to plan, organise and conduct significant changes while minimising the impact to the business


• To be able to be flexible when required and work within a changing environment


• Must be able to communicate with all levels of the business internally and externally.



PERSONAL ATTRIBUTES, CORE VALUES & BEHAVIOURS


• Flexible, versatile and adaptable


• Comfortable in a rapid Change environment


• Focus on detail and completion


• Commitment to continuous improvement

• Results driven with focus on deadlines


• Well organised and efficient.


INTEGRITY


• Shows fairness and consistency, action match words


• Working always in accordance with company regulations, policies and processes


• Treats others with respect; is direct, but diplomatic


• Keeps confidences


• Willing to admit mistakes.


BEHAVIOURS REQUIRED


• Customer focused approach


• Ability to utilise a variety of soft skills; communicates at all levels with clarity and employing active • Listening and dealing with conflict.


• Excellent organisational skills and self-management around working to frequently conflicting deadlines in a support environment.


• Ability to adopt a wide range of influencing techniques and develop personal networks at all levels.


• Strong attention to detail is essential to be able to identify data inaccuracies and to manage the unobvious


• Strong analytical skills with the ability to summarise and provide insight and recommendations


• Identify risks and appropriate mitigation


• Organisation and planning are essential to ensure own workloads are completed in line with project and reporting deadlines