Job Summary
Location: Aberdeen (Hybrid) / UK (Remote)
Full Time: 5 days/week
Pay: £50,000 - £55,000 per annum depending on skills and experience
About DRAMS Software
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.
We understand that building a truly unique and dedicated system requires a diverse team of talented individuals to make it happen. 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.
Benefits
- Competitive base salary + a 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
Role Overview
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.
Main Duties
- 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.
Qualifications & Experience
- 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.
Equal Opportunities
DRAMS is proud to be an Equal Opportunities Employer.
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