Customer Support Project Manager – Manchester – £30K

Award winning and hugely successful Manchester based Software House is presently seeking to recruit a talented and enthusiastic Customer Support Project Manager to join their ever expanding team.

Key Responsibilities

*Reports to Operations Director
*Single point of contact with the customer on all development support issues
*Responsible for successful delivery of support SLAs.
*Agree any scope or schedule variance with internal stakeholders and client
*Ensures all issues impeding the successful delivery of a project are addressed and resolved.

Scope of role
Programme Planning

Input into Client resource plan current project portfolio resource requirements

*Ensure adequate resource is maintained to deliver Clients support commitments
Support Delivery

*Issue triage
*Co-ordinate support work
*Ensure client release is acceptable quality and in line with SLAs
*Agree all CRs with customer.
*Single point of contact with customer for all project support issues

*Report project status to client
*Report project status to internal stakeholders.

Quality assurance

*Ensure all project deliverables are of a sufficient quality to be released to customer.
*Ensure client processes are being used by all team members
*Define appropriate tools used for customer support management People Management
*Deal with day to day project support issues
*Carry out appraisal process for support staff
*Escalate any repeat issues or major staff concerns to Operations Director
*Recommendations of good work / beyond call of duty.
*Approve support staff holidays Bid Support
*Provide project management into bid process. Ensure that the overall bid contains appropriate estimates for all support provision

Other Duties

*Maintaining a safe workplace in-line with the companies Health and Safety Policy to ensure employees and visitors are without risk to health, reporting any issues to appropriate authority.
*Interpret instructions and issues arising and then implement actions per the administrative policies and procedures.
*To be able to cover for other team member roles for holidays, sickness within your own capabilities. Training will be provided.
*To attend and actively participate in team meetings
*To work collaboratively and in a supportive manner within the Business Operations team and other departments to ensure that the overall aims and objectives of the company are achieved.
*To attend training, participate in the client’s appraisal process
*To keep skillset updated to reflect changing legislations and practices in line with job role

Essential Requirements

Personality
*Self-driven, results orientated and a positive outlook
*Natural forward planner who critically assesses all output

*Mature, credible and comfortable in dealing with Executive Management Team/Directors
*Reliable, tolerant and determined
*Excellent organisation skills, with the ability to work on own initiative
*Ability to handle multiple responsibilities with particular attention to detail
*An empathic communicator, able to see things from the other persons point of view and maintain strict confidentiality
*Well-presented and business-like.
*Trustworthy and reliable
*Able to get on with others and be a team player
*Ability to embrace change and apply to working practices

Personal situation
*Able to commute reliably to office space
*Must be mature in their approach and domestically secure
*Commitment to attendance at work

Benefits

*The company provides an excellent benefits package including bonus and pension schemes
*The company operates a friendly relaxed environment to work in with regular social activities
*Free refreshments provided
*On-site parking is also available.

Please call Nick Derham on 01625 874399 for further details

Job Reference: NDPM_1512473531

Salary: Up to £30000 per annum

Salary per: Annum

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