Service Manager (UK - Hungerford)

Job Title: Service Manager
Department: Service Management
Reporting to: Service Management Director
Contract Type: Permanent 
Date: October 2016


Position Overview

  • Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouse
  • The KCS Support Department assists customers with queries and problems relating to the K8 and Oneoffice application software post implementation as well as support of KCS provided network and hosting infrastructure  The Department also provides customers with a wide variety of other services including the installation of new software and customer training


Main Duties and Responsibilities:

  • To Consistently look for areas and processes that can be improved from a quality, efficiency and appropriate cost perspective
  • Manage SLA adherence and customer satisfaction from transition/deployment through to on-going BAU service in line with contractual service levels and deliverables
  • An escalation point for customers for general issues, enquiries and complaints
  • Effectively Monitor, control and support service delivery ensuring systems, methodologies and procedures are followed
  • Pro-actively analysing the work undertaken by Support and identifying ways in which repetitive calls can be reduced or eliminated
  • Work with the Service Management Director to develop the Service Management Strategy for KCS.
  • Alerting the management team regarding any sensitive customer issues as necessary
  • Attend client service review meetings covering performance, service improvements, quality and processes.
  • Build a standard customer reporting pack for use across the customer base
  • Build, maintain and improve client relationships both internally and externally.
  • Manage the production of the customer surveys, analysing the feedback and producing actions plans across all of the Support teams
  • Implement and Manage Service Improvement Initiatives
  • Identify Revenue opportunities through analysis of Support calls for additional training and consultancy for customers
  • Review Support tools available to customers and implement processes to improve these
  • Manage the Defensive Programming Project ensuring that items are continually being added and development is progressing through to the customers
  • Produce Monthly KPI report to the Service Management Director  with progress against KPI’s


Download Full Job Description