At a Glance
- Tasks: Lead and evolve customer support operations, ensuring smooth deployments and outstanding experiences.
- Company: Join DRAMS Software, a leader in innovative solutions for spirit producers, committed to quality and collaboration.
- Benefits: Enjoy remote work, competitive salary, 32 days holiday, and comprehensive health and wellbeing support.
- Other info: Opportunity for personal and professional growth within the global Volaris Group.
- Why this job: Be part of a diverse team that values growth, innovation, and customer satisfaction in a supportive environment.
- Qualifications: 5+ years in service delivery leadership, strong ITSM knowledge, and excellent communication skills required.
The predicted salary is between 40000 - 46000 £ per year.
Omegro Business Unit
Job Description
Location
Aberdeen (Hybrid) / UK (Remote)
Full Time
5 days/week
Pay
£50,000 - £55,000 per annum depending on skills and experience
Who are we?
At DRAMS Software, we’re revolutionising the way maturing spirit producers manage their bulk inventory and maturation warehouses. Our solutions are trusted by a number of high-profile UK and international companies including Beam Suntory, Bacardi, Campari, William Grant & Sons, Whyte & Mackay, and Glenmorangie. With a strong commitment to customer satisfaction, quality and collaboration, we’re proud to be growing our company globally, whilst staying true to our Scottish roots and values.
What is unique about us?
We understand that building a truly unique and dedicated system requires a diverse team of talented individuals to make it happen. At DRAMS, we put our people first, creating an environment where everyone feels valued, empowered, and supported. As a remote‑first organisation, we offer opportunities for personal and professional growth, guided by transparent and approachable leadership. With our unique industry position and commitment to innovation and customer‑centricity, DRAMS Software is a place where your career can thrive.
You’ll Enjoy Excellent Benefits Including
- Competitive base salary + market‑leading discretionary bonus
- Remote‑first working
- 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
- Progressive parental leave policies
- Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
- 5% employer pension contribution
- Regular in‑person team events
- Funded training and development programs
- Work from home office equipment allowance
What will I be doing day‑to‑day?
We're looking for a strategic and service‑driven Customer Care Manager to lead and evolve our customer support operations. In this critical leadership role, you’ll take ownership of application support, system upgrades, hosted service delivery, and release management—ensuring that DRAMS deployments are smooth, well‑communicated, and effectively supported.
As part of the senior leadership team, you’ll align support operations with business goals, champion IT Service Management (ITSM) best practices, and guide a high‑performing support team to deliver outstanding customer experiences.
If you're passionate about leading with purpose, building strong teams, and driving service excellence, we'd love to hear from you.
Main Duties Include (but Are Not Limited To)
- Lead Support Operations: Manage the day‑to‑day performance of the Customer Care team, delivering timely, high‑quality application support and fostering a customer‑first culture.
- Oversee Releases & Upgrades: Coordinate application installations, upgrades, and release communications to ensure smooth deployments and minimal disruption.
- Embed ITSM Practices: Drive consistency and effectiveness in support through structured incident, problem, and change management processes.
- Manage Hosted Services: Act as the main liaison with our external infrastructure partner, ensuring customer environments are secure, reliable, and well‑supported.
- Track Performance & Drive Improvement: Monitor KPIs such as response times and customer satisfaction, using insights to improve service delivery and proactively address recurring issues.
- Lead & Develop the Team: Build a high‑performing support function through effective recruitment, coaching, and career development initiatives.
- Collaborate Across Functions: Work closely with Product, Development, Sales, and Professional Services to align support with broader business and customer goals.
- Ensure Financial Accountability: Monitor support costs, contribute to forecasting, and ensure accurate tracking of billable work and customer configurations.
We’d Love To Chat If You Have
- 5+ years in a senior support or service delivery leadership role within a software or IT services environment.
- Relevant tertiary qualification (minimum Diploma level; degree preferred), ideally in Information Technology, Business, or another related field.
- Proven experience managing application support teams and customer environments in a hosted or cloud‑based setting.
- Strong working knowledge of ITSM practices and frameworks (e.g. ITIL), with experience implementing structured support processes.
- Demonstrated ability to plan and manage software releases and communicate technical changes to customers and internal teams.
- Experience working with third‑party service providers or infrastructure partners and managing service accountability.
- Excellent interpersonal and communication skills, with the ability to engage effectively across technical and non‑technical teams.
- Proficiency in support tooling and CRM platforms (e.g. Jira, Salesforce).
- Strong analytical skills, with the ability to use performance data and customer feedback to drive decisions.
- Organised and resilient, with a structured approach to problem‑solving and prioritisation.
Values
We value people with a growth mindset who listen, learn, and seek to improve. Successful people in our team listen, support, and value their colleagues, communicating openly and honestly, taking pride in their work, and focussing on meeting the needs of our customers and our business.
Be inspired, be valued, and be part of something extraordinary with us.
How do I apply?
If you think you are the right fit for this role, please click ‘Apply’ and submit your CV via the online application process.
DRAMS reserves the right to enhance the criteria as necessary to facilitate the shortlisting process.
DRAMS is proud to be an Equal Opportunities Employer.
Customer Care Manager employer: Omegro
At DRAMS Software, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With a remote-first approach, competitive benefits including generous holiday allowances, and a commitment to innovation, our team members thrive in an environment where their contributions are valued and recognised. Join us in Aberdeen or remotely, and be part of a dynamic company that champions customer satisfaction and empowers you to shape your career within the global Volaris Group.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Familiarise yourself with IT Service Management (ITSM) best practices, especially ITIL. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to structured support processes.
✨Tip Number 2
Showcase your experience in managing application support teams by preparing specific examples of how you've improved service delivery and customer satisfaction in previous roles. This will highlight your leadership skills and strategic thinking.
✨Tip Number 3
Research DRAMS Software and their unique position in the industry. Being knowledgeable about their products and customer base will allow you to tailor your conversation during interviews and show genuine interest in the company.
✨Tip Number 4
Network with current or former employees of DRAMS Software on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer support and service delivery. Emphasise your leadership roles and any specific achievements that align with the responsibilities of a Customer Care Manager.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer care and your understanding of IT Service Management (ITSM) practices. Mention how your skills can contribute to DRAMS Software's commitment to customer satisfaction.
Highlight Relevant Skills:In your application, clearly outline your experience with support tooling and CRM platforms like Jira or Salesforce. Also, mention your analytical skills and how you've used performance data to drive improvements in previous roles.
Showcase Team Leadership Experience:Discuss your experience in building and leading high-performing teams. Provide examples of how you've coached team members and fostered a customer-first culture in your previous positions.
How to prepare for a job interview at Omegro
✨Understand the Company Culture
Before your interview, take some time to research DRAMS Software and its values. They pride themselves on a customer-first culture and a supportive environment. Show that you align with these values by discussing how you've fostered similar cultures in your previous roles.
✨Demonstrate Your ITSM Knowledge
Since the role requires a strong understanding of IT Service Management (ITSM) practices, be prepared to discuss your experience with frameworks like ITIL. Share specific examples of how you've implemented structured support processes in past positions.
✨Highlight Leadership Experience
As a Customer Care Manager, you'll be leading a team. Be ready to talk about your leadership style, how you've developed high-performing teams, and any successful initiatives you've led that improved customer satisfaction or team performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage customer environments. Prepare scenarios where you've successfully handled application support challenges or coordinated software releases, highlighting your analytical skills and decision-making process.
