Hi All,
I am looking for a Service Introduction Lead.
1. This is a remote position.
2. 6 months contract (will be extended)
3. Inside IR35
4. 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 expectations of our service Introduction Leads are:
Key Responsibilities:
Service Readiness:
·Ensure the Service Desk (L1/L2) is fully trained
and equipped to handle support requests for new customer onboardings, product
releases, and scope changes.
·Collaborate with the L3 support team to make
sure 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
·Develop, execute and track service introduction
plans with key milestones to facilitate smooth onboarding
·Be the advocate for Service readiness flagging
any risks for ability of Service Desk or L3 support teams to support
·Lead handover meetings between stakeholders,
service desk and L3 support to facilitate smooth onboarding and all operational
requirements are met
·Collaborate with Customer Success Managers to
facilitate a smooth handover from a customer onboard to ensure appropriate
transfer of information
·Responsible to escalate high priority issues or
blockers during new study introduction, new releases or new services to Head of
Customer Experience
Knowledge Management:
Create, review, and update knowledge articles to ensure the
Service Desk has access to accurate,
up-to-date documentation within the knowledge base repository.
Develop and maintain a comprehensive knowledge base,
ensuring it covers all necessary product information, troubleshooting
procedures, and FAQs.
Change Management:
Work closely with product teams to understand upcoming
product releases or changes and assess their impact on customer support.
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:
Engage with cross-functional teams (, Product,
Engineering, and Customer Success) to understand customer needs and product
capabilities.
Serve as the point of contact for the Service Desk during
product introductions and significant changes in customer use cases.
Serve as the point of contact in the immediate go-live
period to ensure a smooth transition to live
Evaluate service performance post go live of a new study
introduced, identify areas for improvement and contribute to improvement
initiatives
Process & Tools Management:
Analyze service metrics to continually improve the service
onboarding process
Qualifications:
Experience :
·> 5 years proven experience in service
introduction, IT service management, or a related support leadership role.
·Experience working with Salesforce Service Cloud
or similar customer support software.
·Proven experience of knowledge article creation
and management
·Experience in Customer Success is advantageous
Skills:
·Strong ability to write and manage knowledge
articles, ensuring clarity and accessibility for support teams.
·Technical acumen to understand the products and
help to impact assess changes, releases and how our customers will utilise key
components
·Exceptional project management skills and
organisational skills to oversee onboarding, product releases, and scope
changes.
·Excellent communication and stakeholder
management skills, capable of liaising across different teams and levels of the
organization.
·Ability to identify gaps in support readiness
and proactively address issues before they impact customers.
·Capable of driving improvements in support
processes through data-driven insights.
·Familiar with ITIL principles, PMP, or Six Sigma
Job Title: Service Introduction Lead - REMOTE - EST Hours
Location: Manchester, UK
Rate/Salary: - GBP Daily
Job Type: Contract
Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands.