Customer Service Manager - Arcadis Gen

Our Purpose

Arcadis Gen is the new SaaS business from Arcadis, backed by a €3bn+ revenue, 27,000-person, 70-country, 130-year-old company. We are bold, dynamic, and disruptive, revolutionizing the future of digital asset management through our 250+ colleagues in over 10 countries worldwide.

Gen has one purpose: to unlock the power of data for a more sustainable, efficient, and resilient world. The world is rapidly changing, and the potential of boundless data and transformative technologies brings countless challenges. And no-one is meeting these challenges quite like we are. Our customers want digital solutions that will optimize their businesses - for better performance, reliability, and improved quality of life for everyone. And that is what we do.

The Opportunity

As a Customer Service Manager, you will coordinate all aspects of service operations for our support team to follow to ensure that everyone performs to their best ability and provides the excellent service experience that customers expect and desire. You will be focusing on providing effective service management across a range of complex services. The emphasis is on managing service level performance, customer facing activities such as leading service reviews, stakeholder management, problem management, service desk activities such as reporting and working closely with technical leads across the business to meet service levels and targets.

A key focus of the customer centric role is designing and implementing an effective service management primarily on the Incident, Problem Management and Change management approach that seeks to identify problem trends effectively, proactively, and predicatively across our services. The primary emphasis is reducing impact on the customer and preventing incidents from occurring and minimising the impact of incidents that can be prevented. This will involve the analysis of incident trends and their connection to service level performance.

Your Responsibilities

• Manage service level performance including proactive monitoring against performance targets and metrics across
• Work closely with the Service Management Office to establish and monitor performance of Operating Level Agreements (OLA's) with suppliers and 3 rd parties
• Regularly review tickets and ensure we are following effective ticket management processes to support achievement of our service levels
• Ensuring service reviews are truly effective and value add to our customers
• Manage the team of support service analysts of L1 and L2. Be the coach of the groups of service analysts
• Manage customer stakeholder's day to day, specifically for the more complex services within the portfolio
• Coordinate activities across multiple dependent delivery teams including managing escalations and major incident management / coordination
• Ensure our service reports are fit for purpose, optimised and adding value to our customers
• Work closely with other leads and SMEs across the business to improve service levels and performance
• Management of the processes required to deliver services effectively, efficiently, and consistently and ensuring they are applied
• Lead an effective problem management approach including preventative problem identification and influencing/deriving Continuous Improvement plans
• Root cause analysis and identifying longer term fixes and workarounds to minimise impact to the customer
• Input to monthly SMO governance reports and attend governance meetings.
• Supplier / 3 rd party management including internal and external vendors
• Driving Continual Service Improvement including recommendations for process improvement
• Supporting or leading with service transition (including both new and decommissioning services)
• Project management of specific initiatives and / or process improvement activities as required.

What You Bring

Our ideal candidate will ideally have previous experience of working in a busy service desk or service delivery environment for organisations delivering complex software and hosting services

Must haves:

• Track record of effective service level performance management
• Demonstrable experience of customer stakeholder management and managing complex services
• Experience of Major Incident management and associated procedures
• Experience of Problem Management activities specifically preventative actions to prevent incidents occurring
• Initiating Continuous Improvement (or business improvement) initiatives
• Data driven and able to use data to drive actions and priorities
• Analytical approach blended with the ability to engage people
• Strong communication and interpersonal skills
• Comfortable with ambiguity, collaborative and agile in approach

Nice-to-haves:

• ITIL V3 or V4 Foundation / Practitioner
• ISO 20001 experience or an understanding of
• Understanding of SaaS Service delivery
• Previous experience of service delivery to critical infrastructure-based customers
• Experience working in a global, multidisciplinary, and virtual team environment
• People coaching experience
• Self-starter and motivated by delivering high standards of customer experience

We Offer

An environment with the innovative culture and entrepreneurial spirit of a start-up, but with the security of a new venture backed by a large publicly listed company.

A commitment to the principles of flexible working to enable you to have your ideal work-life integration.

A series of Healthy Working Practices across Gen, including Thinking Thursdays, a day dedicated each week to minimising meetings and maximising opportunities to reduce the Arcadis Gen load.

Social events (virtual for the time-being) and gratitude programmes, including vouchers on your birthday.

And of course, Compensation and performance incentive schemes which reward superior delivery.

Leading healthcare, financial and wellbeing benefits, with support for learning and professional development.

Equal Opportunity Statement

The community of the future is a place for everyone, and Arcadis Gen is proud to be an equal opportunity employer. We know it's tough, but please try to avoid the confidence gap. You don't have to match all the listed requirements exactly to be considered for this role. All employment is based on merit and business need.