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- Tasks: Drive exceptional onboarding for Managed Services customers and ensure top-notch customer experience.
- Company: Join a forward-thinking tech company focused on customer success and service excellence.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer onboarding experiences and driving continuous improvement.
- Qualifications: Experience in customer service management or IT operations, with strong communication skills.
- Other info: Dynamic role with opportunities to influence and lead across various teams.
The predicted salary is between 36000 - 60000 £ per year.
The role involves driving exceptional onboarding outcomes for Managed Services customers and for ANS. You will take ownership of the customer experience throughout onboarding and ensure that ANS meets its internal onboarding KPIs. Reporting into the Head of Managed Services as part of the MS Senior Management Team (SMT), you will work across all internal stakeholders involved in onboarding services for customers. You will provide governance, own processes, lead continuous service improvement (CSI), manage escalations, and deliver customer-facing support to the Customer Success Unit as part of onboarding engagements.
What will I be doing?
- Governance
- Improve and maintain reporting across all technologies.
- Ensure STAC criteria are followed for every onboarding.
- Train stakeholders involved in onboarding.
- Deliver monthly onboarding status and service reports (STAC compliance, CSAT/NPS).
- Attend IKOM and handover meetings to advocate for customer experience and ensure STAC and service acceptance are complete.
- Identify onboarding risks, delays, and D365 governance gaps.
- Customer
- Maintain a customer-obsessed approach from Sales to Service.
- Provide customer-facing onboarding support for CSMs.
- Collect customer feedback through interviews and NPS.
- Process Ownership
- Own SDP19 Customer Onboarding and all Service Onboarding & Transition processes.
- Ensure all required documentation is in place (STAC, onboarding materials, prerequisites).
- Chair weekly MS Contract Board.
- Oversee transition of new/changed services into BAU.
- Define and manage onboarding escalation pathways.
- Manage the VoC process.
- Continuous Service Improvement
- Enhance processes and tooling to improve efficiency and governance.
- Drive improvement in onboarding including delivery efficiency, STAC version control, trend analysis, and customer satisfaction.
- Work with Solution Area Leads to improve Book-to-Bill and overall customer onboarding experience.
What will I bring to the role?
- Strong experience in CSM, IT Service Management or IT Operations.
- ITIL or Agile aligned.
- Managing customers (Internal or External).
- Escalation management.
- Track record of delivering CSI at a customer, process or service level.
- Proven track record of delivering excellent service onboarding outcome for customers.
- Desire to build strong commercial understanding of business opportunities and risks relating to service onboarding.
- An excellent customer facing persona, strong communication skills, and ability to communicate at all levels including exec.
- Someone who is organised and self-motivated.
- Strong time management and prioritisation skills.
- Ability to influence and lead multiple stakeholders with different priorities.
Service Transition Manager in Manchester employer: ANS Group Limited
Contact Detail:
ANS Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Transition Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Transition Manager role.
✨Tip Number 2
Prepare for interviews by practising common questions related to onboarding and customer service management. We suggest using the STAR method to structure your answers – it’ll help you showcase your experience effectively!
✨Tip Number 3
Showcase your customer obsession! During interviews, share specific examples of how you’ve improved customer experiences in previous roles. We want to see that you can drive exceptional onboarding outcomes just like we do at StudySmarter.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and making a difference in customer onboarding.
We think you need these skills to ace Service Transition Manager in Manchester
Some tips for your application 🫡
Show Off Your Experience: When you're writing your application, make sure to highlight your experience in CSM, IT Service Management, or IT Operations. We want to see how you've driven exceptional onboarding outcomes before, so don’t hold back!
Be Customer-Obsessed: Since this role is all about the customer experience, let us know how you’ve maintained a customer-focused approach in your previous roles. Share specific examples of how you’ve gathered feedback and improved processes based on that input.
Demonstrate Your Organisational Skills: We’re looking for someone who’s organised and self-motivated. In your application, give us a glimpse into how you manage your time and prioritise tasks. A little insight into your planning methods can go a long way!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen to join the StudySmarter team!
How to prepare for a job interview at ANS Group Limited
✨Know Your Onboarding Processes
Familiarise yourself with the specific onboarding processes mentioned in the job description. Be ready to discuss how you would improve these processes and ensure compliance with STAC criteria. Showing that you understand the intricacies of onboarding will impress your interviewers.
✨Demonstrate Customer Obsession
Prepare examples that showcase your customer-centric approach. Think about times when you collected feedback or improved customer satisfaction. Highlighting your ability to maintain a customer-obsessed mindset will resonate well with the hiring team.
✨Showcase Your Governance Skills
Be prepared to talk about your experience with governance and reporting. Discuss how you've previously managed escalations or identified risks in onboarding processes. This will demonstrate your capability to oversee and enhance service transitions effectively.
✨Communicate Effectively
Since strong communication skills are crucial for this role, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've influenced stakeholders in the past and how you can advocate for customer experience during onboarding engagements.
