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Service Delivery Manager
Job title: Service Delivery Manager
Location
Blended working between Kemp House, Chawley Park, Oxford and working from home (Monday-Wednesday in the office)
Reporting to
Head of JOSCAR (UK)
Job summary
To manage and grow the relationships with multiple buyer organisations, strengthening the relationship with key stakeholders across the business. Ensure the successful completion of suppliers through the onboarding process and remaining within the system during renewal.
Key Responsibilities and Requirements
Manage several customer accounts through:
Customer Success and Service Delivery
- Create an engaged relationship with your Buyer customers to maximise customer success and service delivery.
- Liaise with our customer service teams to ensure team members working on your Buyer accounts are always correctly informed of messages and approach.
- Follow the onboarding process for both Buyer and Supplier from start to completion.
- Develop each Buyer's use of the system against the Maturity Index to ensure that the Buyer gets real value from our solution.
- Develop heatmaps and other tools for the Buyers to ensure that they can see the value of the data quickly and easily.
- Liaise with the Buyer in relation to other services they may require such as JOSCAR Zero.
- Attending various Working Groups, capturing and minuting industry discussions.
- Ensure Supplier escalations are correctly managed, and an escalation process is in place with the Buyer(s) for successful resolution.
- Work with colleagues to maintain the quality of Hellios' data and systems.
- Build your knowledge of the industry, relevant legislation that will affect your customers and Hellios' markets.
Budget and Reporting
- Maintain and update actionable account plans for each Buyer.
- Provide a regular progress status report to the Head of JOSCAR (UK)
- Analysis of data to create actionable points for the Buyers.
- Creation and presentation of ad hoc internal reporting
Relationship Building
- Develop a strong relationship with your key contact to embed Hellios as a trusted partner with the Buyer customer.
- Create and develop relationships with the Buyer decision makers and all Buyer members involved in using Hellios systems and services, especially those involved in the process, end users of the data and senior members of the Buyer organisation.
- Attending relevant industry events supporting the community.
Monitoring Performance
- Assess the Buyer against the Buyer Maturity Index to check that they are getting the best value from the use of the system.
- Report performance to Head of JOSCAR (UK) as required.
- Escalate issues to Head of JOSCAR (UK) when identified.
Training and Development
- Facilitate on the job training to ensure your Buyers have excellent knowledge of the system and processes including new functionality.
- Identify training needs and adapt training approach to suit those needs.
- Ensure training covers benefits, not just features.
Knowledge and Experience
- Proven experience of managing customer relationships, customer success and service delivery with multiple stakeholders in B2B (minimum 2 years)
- Experience of managing data in a high-quality analytical service environment
- High degree of accuracy and attention to detail
- Work as part of the team to meet deadlines
- Proven delivery of defined targets and deadlines
- Experience of working with a CRM system
- Experience of working in a growing business
- Awareness and compliance with information security standards
- Working knowledge of procurement processes within large buying organisations (desirable)
- Experience of objection handling with customers.
Qualifications and Skills
- A degree (or equivalent)
- Excellent time management skills
- Good verbal and written communication skills in English with good use of business language
- Aptitude for data analysis and experience of tools for data management, including MS Excel.
- Valid driving license and the ability to drive to meet clients
Personal Attributes
- Energetic and enthusiastic
- Willingness to learn
- "Can do" and never give up attitude
- Goal and target orientated
- Enjoys relationship building
- Willingness to travel in UK if required
Further Information
- Performance related bonus
- 25 days holiday
- Company sickness scheme
- Company pension scheme
- Paid compassionate leave
- Blended working
- Refer A Friend scheme
- Regular social activities
The Company
Hellios is a leading supplier information and risk management company operating in the financial services and defence industry. Established with the primary objective to benefit major blue-chip companies and their suppliers. Hellios provides a single streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security and data protection.
Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 120 employees and establishing offices across the UK, Australia, Spain and Ireland. The Company is continuing to grow quickly, and a key part of this role is to prepare the Company for further growth.
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