Reports to: Service Lead Department: Operations Company Background As the leading provider of software solutions for public and private sector transport management and smart ticketing, for over 20 years Unicard has been trusted by millions of passengers to get them where they need to be. Today, our solutions can be found throughout the UK, processing several billion transactions a year. Since we started in 2003, a wide range of local authorities, transport operators and hardware manufacturers have depended on our capabilities in strategy, design, development, testing and delivery to help deliver passenger transport services every day. We support a wide variety of customers, from simple single-user and concessionary travel programmes to complex multi-modal and multi-operator configurations. Examples include: • We deliver our cEMV tap on tap off solution delivering London style ticketing to transport for Wales’ rail network • Our technology powers Transport for West Midlands’ trailblazing ‘Swift’ integrated ticketing system, one of the largest and most well-respected schemes in the UK, and the largest after “Oyster” in London • We are trusted by 58 local authorities to deliver their vital concessionary travel programmes – more than 25% of the market • Over 30% of all ITSO card terminals in the UK run on Unicard software • We have over 3.5 million cardholders currently under management, with transaction values in the tens of millions annually Employing approximately 115 people across the UK and Bulgaria, our in-house research, strategy and development capabilities give us an affordable, well-managed ability to develop market leading technologies and affordably maintain existing products. As a small-to-medium-sized enterprise, we pride ourselves on our reputation for outstanding products, technical support, delivery capability and high levels of customer service. Role Purpose As a Service Management Specialist, you will play a key role in ensuring the customer service provision is managed with quality and effectiveness. You will be responsible for monitoring service performance, coordinating with cross-functional teams to resolve issues, problem management and service reporting. This includes driving process enhancements to optimise efficiency and customer satisfaction. Leveraging ITIL best practices, you will support service transition, customer onboarding, and stakeholder engagement to maintain high service standards. This role requires strong analytical skills, attention to detail, and a proactive approach to identifying and mitigating risks, ensuring a reliable and high-quality service experience across our bespoke solutions. Willingness to learn and deliver with quality is a key factor for this role. The role will be based in Ferndown or East Kilbride. Candidate must be able to demonstrate right to work in the UK for this role. Why Unicard Unicard presents a unique opportunity to work for a financially strong company that is beginning to move into a much larger market. There is an enormous opportunity for growth as we build new products in new markets, and a lot of enthusiasm from the Chairman and CEO to adopt new tools and development practices. This is a varied and fast paced role which includes many different technologies and testing strategies and a chance to increase your knowledge both on the job and through training which will be provided as needed. Responsibilities The role will be responsible and accountable for: • Taking ownership of problem records to ensure that long standing system specific issues are being driven and addressed in a timely manner • Providing service and technical support to project teams as part of new customer onboarding. • Assisting the support team as part of change and release management • Management of integrated monitoring solutions, including reviews and changes as per continual service improvement • Capacity planning • Creating, reviewing, and presenting customer facing service reports. • Support the Product Management team in prioritising live defects and issues to ensure issues are prioritised as part of sprint planning sessions. • Validation of release notes and presenting them to customers • Proactive support of key products ensuring systems are functioning efficiently in collaboration with the support team Professional and Technical Experience Essential: • Technical Customer focused work experience • Experience working in an ITIL-based team • Experience working within strict customer SLAs • High competency in MS Office applications; Word, Excel, Outlook etc. • Ability to translate technical concepts for non-technical stakeholders. Desirable: • Technical & Application support experience • Knowledge of Unicard’s core products and services • Experience working within software development environments • Experience with BI tools • Experience with Jira/Zendesk • Supplier management. • Experience in change/problem management processes • Experience using Javascript or similar scripting language Personal Skills • Great communicator at all levels, both written and verbal • Approachable and able to work collaboratively within the team and with other areas of the Business • Pro-active and focused to work efficiently and effectively • Energetic and self-motivated – with a hands-on approach needing minimal supervision • Highly adaptable within a fast-paced changing environment • A good sense of attention to detail regarding reporting and customer data • Punctual, dependable and reliable – ability to manage own time and resources • Able to listen and understand customer issues • Ability to prioritise workloads based on current demands • Positively communicates with enthusiasm and clarity • Determination to succeed • Open-mindedness • Ability to translate business requirements into tangible solutions • Displays sound judgement, makes effective, timely decisions • Commercial awareness • Manages cost whilst maintaining profitability • Seeks opportunities to learn and develop • Ability to influence and win respect • Calm under pressure • “Can do” attitude • Willing to learn new technologies What we offer • Competitive remuneration package • Company funded Healthcare plan • Life Assurance • Company pension • Hybrid working (minimum 3 days office attendance) • 2 days per annum paid volunteer days • Modern working environment and friendly atmosphere • Knowledge sharing (working with experienced professionals) • Autonomy and trust in decision making • Office in a central location • Regular team building and office events • Career development • Charitable organisation Privacy Polic y