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- Tasks: Lead technical projects, manage service transitions, and ensure smooth software delivery.
- Company: Join Hexagon, a leader in innovative software solutions for public safety.
- Benefits: Enjoy hybrid working, 25 days holiday, life cover, and a company pension.
- Why this job: Be part of impactful projects, collaborate with diverse teams, and enhance your leadership skills.
- Qualifications: Experience in project management, Agile techniques, and strong customer-facing skills required.
- Other info: Security clearance may be needed; driving licence preferred.
The predicted salary is between 48000 - 84000 £ per year.
We have the opportunity to hire a customer facing Technical Services manager with Project Management, Service Transition and Service Delivery Skills, to take a lead role working with one of Hexagon’s key UK customers.
The Technical Services Manager is a critical new role reporting to a UK Key Account Manager. The jobholder will manage the completion of the implementation phase of a large public safety contract, manage the transition through to operational service and thereafter work with internal teams to ensure that operational services and contracted commitments are delivered, and work with the Key Account Manager, development and implementation teams to deliver accurate estimates and timely implementation of Change Requests post ‘go-live’.
Implementation Project Management
The jobholder will have proven working knowledge and experience as a Project Manager or Service Delivery Manager for a software supplier or systems integrator. They will be able to demonstrate a good understanding of and experience in delivering complex software solutions to customers using software delivery and Agile Scrum techniques, along with a solid working knowledge of using DevOps to manage software delivery. Experience managing on-shore and off-shore development and delivery teams will be essential, as will strong customer facing skills.
Service Transition
The jobholder, collaborating internally with Team Leaders, and externally with customer and/or prime contractor stakeholders will be responsible for developing and executing the transition to live operation.
This will include working with colleagues to ensure support teams have the documentation, information, and training that they need to provide support to the customer and deliver a seamless transition to live operation.
Service Delivery Management
The jobholder will work with the Hexagon Key Account Manager and the customer to identify opportunities to enhance the Hexagon solution and its implementation. The jobholder will take ownership for
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Documenting new customer requirements
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Following appropriate internal systems and processes, gather estimates from internal development, implementation, and test teams.
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The prioritisation of customer requests and work with operations teams to ensure to schedule work using shared development and implementation teams
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Production of operational service reporting for internal and customer stakeholders as per contracted requirements
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The jobholder will be a key escalation point for team and technical escalations.
The scope of the role covers Technical Project Management, virtual / matrix Team Leadership and Service Delivery Manager roles, in the support, planning, scheduling, budgeting, execution and delivery of multiple projects and programmes for our Key Account, with daily duties as follows:
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Lead the assigned Project teams to deliver software solutions against contracted scope, cost, and timelines, and to desired quality.
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Work alongside the Technical Leads to drive the configuration and deployment of the contracted software solution through the software lifecycle.
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Drive the onshore and offshore delivery teams daily using an established DevOps system and processes with daily stand-ups, cross team communication and facilitation of technical team tasks.
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Ensure that blockers to team progress are efficiently removed, leveraging Project Board and Executive management support as appropriate.
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Work with the DevOps System Administrator, Test Manager and the Technical Leads to track and report on progress weekly and monthly.
Essential
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Experience of working as a software supplier Project Manager or Scrum Master in a technical and cross-functional large-scale project implementation
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Strong functioning knowledge and use of the following tools:
o DevOps
o SharePoint
o MS Project
o MS Office
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An understanding of software delivery lifecycles, Scrum Agile techniques and testing
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Effective communication, decision-making, organisational and customer facing skills.
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Strong leadership skills with an initiative-taking approach to building high performing teams.
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Experience Project Managing both onshore and offshore multi-discipline teams.
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A recognised current Project Management certification
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Full (preferably clean) Driving Licence
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Security Clearance obtainable (up to SC and NPPV3 level)
Preferred
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An understanding of the control room / CAD environment
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An understanding of ISO 9001 and ISO 27001 quality standards
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An ITIL Service Management certification
Highly desirable
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Familiarity with Public Safety projects
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Working with Azure Cloud deployment projects
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Working with SAAS projects.
Benefits
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25 days Company Holiday
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Hybrid Working
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Life cover 4x salary
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Perm Health Insurance
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Company Pension
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Virtual GP
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Achievement and Service awards
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Technical Customer Service Manager employer: Hexagon AB
Contact Detail:
Hexagon AB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Customer Service Manager
✨Tip Number 1
Familiarise yourself with Agile Scrum techniques and DevOps practices, as these are crucial for the role. Consider joining online forums or local meetups to discuss these methodologies with others in the field.
✨Tip Number 2
Network with professionals who have experience in technical project management or service delivery roles. Reach out on LinkedIn or attend industry events to make connections that could provide insights or referrals.
✨Tip Number 3
Gain hands-on experience with tools like MS Project, SharePoint, and DevOps systems. If you don’t have access to these at your current job, consider taking online courses or tutorials to build your proficiency.
✨Tip Number 4
Prepare to demonstrate your leadership skills by thinking of examples where you've successfully led teams or projects. Be ready to discuss how you overcame challenges and drove team performance during interviews.
We think you need these skills to ace Technical Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in project management, service delivery, and customer-facing roles. Use specific examples that demonstrate your skills in managing software solutions and leading teams.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the Technical Customer Service Manager role. Emphasise your experience with Agile Scrum techniques, DevOps, and your ability to manage both onshore and offshore teams.
Showcase Relevant Skills: In your application, clearly outline your technical skills, such as familiarity with DevOps, MS Project, and SharePoint. Mention any certifications you hold, like Project Management or ITIL, as these are highly relevant to the role.
Highlight Leadership Experience: Demonstrate your leadership capabilities by providing examples of how you've built high-performing teams and managed complex projects. This will show that you have the initiative and skills needed for the role.
How to prepare for a job interview at Hexagon AB
✨Showcase Your Project Management Skills
Be prepared to discuss your experience in managing software projects, particularly in a customer-facing role. Highlight specific examples where you successfully led teams through the implementation phase and how you handled challenges during service delivery.
✨Demonstrate Your Technical Knowledge
Familiarise yourself with Agile Scrum techniques and DevOps practices, as these are crucial for the role. Be ready to explain how you've applied these methodologies in past projects and how they contributed to successful outcomes.
✨Prepare for Customer Interaction Scenarios
Since this role involves significant customer engagement, think of scenarios where you've effectively communicated with clients. Prepare to discuss how you managed expectations, resolved issues, and ensured customer satisfaction during project transitions.
✨Understand the Company and Its Solutions
Research Hexagon and its offerings, especially in the public safety sector. Being knowledgeable about their products and services will not only impress your interviewers but also help you articulate how you can enhance their solutions and meet customer needs.
