Hi All,
I am looking for a Service Introduction Lead.
* This is a remote position.
* 6 months contract (will be extended)
* Inside IR35
* Working EST hours UK hours will be 1pm - 8pm
Job Description
As a Service Introduction Lead, you will play a critical role in ensuring smooth onboarding for new customers, the successful rollout of key product releases, and the management of scope changes in customer usage.
You will ensure that both the Service Desk (L1/L2) and the L3 support teams are prepared, equipped, and ready to deliver high-quality support. The ideal candidate will be responsible for knowledge management, ensuring comprehensive documentation, and continually looking to streamline onboarding processes.
Key Responsibilities:
Service Readiness:
1. Ensure the Service Desk (L1/L2) is fully trained and equipped to handle support requests for new customer onboardings, product releases, and scope changes.
2. Collaborate with the L3 support team to ensure they are prepared to address any complex issues or escalations from new products, releases, services, or scope changes, ensuring they are fully tested, compliant, and ready for operational use.
3. Develop, execute, and track service introduction plans with key milestones to facilitate smooth onboarding.
4. Be the advocate for service readiness, flagging any risks for the ability of Service Desk or L3 support teams to support.
5. Lead handover meetings between stakeholders, service desk, and L3 support to facilitate smooth onboarding and ensure all operational requirements are met.
6. Collaborate with Customer Success Managers to facilitate a smooth handover from a customer onboard to ensure appropriate transfer of information.
7. Responsible for escalating high-priority issues or blockers during new study introduction, new releases, or new services to the Head of Customer Experience.
Knowledge Management:
1. Create, review, and update knowledge articles to ensure the Service Desk has access to accurate, up-to-date documentation within the knowledge base repository.
2. Develop and maintain a comprehensive knowledge base, ensuring it covers all necessary product information, troubleshooting procedures, and FAQs.
Change Management:
1. Work closely with product teams to understand upcoming product releases or changes and assess their impact on customer support.
2. Manage the transition of support responsibilities from product teams to the Service Desk as part of service readiness for product updates, creating relevant material to ensure service readiness.
Stakeholder Collaboration:
1. Engage with cross-functional teams (e.g., Product, Engineering, and Customer Success) to understand customer needs and product capabilities.
2. Serve as the point of contact for the Service Desk during product introductions and significant changes in customer use cases.
3. Serve as the point of contact in the immediate go-live period to ensure a smooth transition to live.
4. Evaluate service performance post go-live of a new study introduced, identify areas for improvement, and contribute to improvement initiatives.
Process & Tools Management:
1. Analyze service metrics to continually improve the service onboarding process.
Qualifications:
Experience:
1. More than 5 years proven experience in service introduction, IT service management, or a related support leadership role.
2. Experience working with Salesforce Service Cloud or similar customer support software.
3. Proven experience of knowledge article creation and management.
4. Experience in Customer Success is advantageous.
Skills:
1. Strong ability to write and manage knowledge articles, ensuring clarity and accessibility for support teams.
2. Technical acumen to understand the products and help to impact assess changes, releases, and how our customers will utilize key components.
3. Exceptional project management skills and organizational skills to oversee onboarding, product releases, and scope changes.
4. Excellent communication and stakeholder management skills, capable of liaising across different teams and levels of the organization.
5. Ability to identify gaps in support readiness and proactively address issues before they impact customers.
6. Capable of driving improvements in support processes through data-driven insights.
7. Familiar with ITIL principles, PMP, or Six Sigma.
Job Title: Service Introduction Lead - REMOTE - EST Hours
Location: Manchester, UK
Rate/Salary: 300.00 - 301.00 GBP Daily
Job Type: Contract
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