Technical Customer Service Manager

We have the opportunity to hire a customer facing Technical Services manager with Project Management, Service Transition and Service Delivery Skills, to take a lead role working with one of Hexagon’s key UK customers.

The Technical Services Manager is a critical new role reporting to a UK Key Account Manager. The jobholder will manage the completion of the implementation phase of a large public safety contract, manage the transition through to operational service and thereafter work with internal teams to ensure that operational services and contracted commitments are delivered, and work with the Key Account Manager, development and implementation teams to deliver accurate estimates and timely implementation of Change Requests post ‘go-live’.

Implementation Project Management

The jobholder will have proven working knowledge and experience as a Project Manager or Service Delivery Manager for a software supplier or systems integrator. They will be able to demonstrate a good understanding of and experience in delivering complex software solutions to customers using software delivery and Agile Scrum techniques, along with a solid working knowledge of using DevOps to manage software delivery. Experience managing on-shore and off-shore development and delivery teams will be essential, as will strong customer facing skills.

Service Transition

The jobholder, collaborating internally with Team Leaders, and externally with customer and/or prime contractor stakeholders will be responsible for developing and executing the transition to live operation.

This will include working with colleagues to ensure support teams have the documentation, information, and training that they need to provide support to the customer and deliver a seamless transition to live operation.

Service Delivery Management

The jobholder will work with the Hexagon Key Account Manager and the customer to identify opportunities to enhance the Hexagon solution and its implementation. The jobholder will take ownership for

• Documenting new customer requirements

• Following appropriate internal systems and processes, gather estimates from internal development, implementation, and test teams.

• The prioritisation of customer requests and work with operations teams to ensure to schedule work using shared development and implementation teams

• Production of operational service reporting for internal and customer stakeholders as per contracted requirements

• The jobholder will be a key escalation point for team and technical escalations.

The scope of the role covers Technical Project Management, virtual / matrix Team Leadership and Service Delivery Manager roles, in the support, planning, scheduling, budgeting, execution and delivery of multiple projects and programmes for our Key Account, with daily duties as follows:

• Lead the assigned Project teams to deliver software solutions against contracted scope, cost, and timelines, and to desired quality.

• Work alongside the Technical Leads to drive the configuration and deployment of the contracted software solution through the software lifecycle.

• Drive the onshore and offshore delivery teams daily using an established DevOps system and processes with daily stand-ups, cross team communication and facilitation of technical team tasks.

• Ensure that blockers to team progress are efficiently removed, leveraging Project Board and Executive management support as appropriate.

• Work with the DevOps System Administrator, Test Manager and the Technical Leads to track and report on progress weekly and monthly.

Essential

• Experience of working as a software supplier Project Manager or Scrum Master in a technical and cross-functional large-scale project implementation

• Strong functioning knowledge and use of the following tools:

o DevOps

o SharePoint

o MS Project

o MS Office

• An understanding of software delivery lifecycles, Scrum Agile techniques and testing

• Effective communication, decision-making, organisational and customer facing skills.

• Strong leadership skills with an initiative-taking approach to building high performing teams.

• Experience Project Managing both onshore and offshore multi-discipline teams.

• A recognised current Project Management certification

• Full (preferably clean) Driving Licence

• Security Clearance obtainable (up to SC and NPPV3 level)

Preferred

• An understanding of the control room / CAD environment

• An understanding of ISO 9001 and ISO 27001 quality standards

• An ITIL Service Management certification

Highly desirable

• Familiarity with Public Safety projects

• Working with Azure Cloud deployment projects

• Working with SAAS projects.

Benefits

• 25 days Company Holiday

• Hybrid Working

• Life cover 4x salary

• Perm Health Insurance

• Company Pension

• Virtual GP

• Achievement and Service awards