Managed Service Manager - Remote

Overview

The Managed Service Manager will oversee the design, implementation, and management of a comprehensive managed service for Genesys Cloud and related products, ensuring exceptional customer service and adherence to service level agreements.

In Short

• Hybrid working role with 1-2 days a week in the Richmond (London) office.
• Responsible for managing customer service and change requests.
• Collaborate with third-party suppliers and internal teams.
• Lead a small team focused on customer engagement.
• Drive continuous improvements to enhance customer experience.
• Engage directly with customers to clarify requirements.
• Maintain communication throughout the service/change management process.
• Contribute to the development of the customer knowledge base.
• Ensure adherence to service level agreements (SLAs).
• Proven experience with implementing or configuring Genesys Cloud.

Requirements

• Strong written and oral communication skills.
• Excellent troubleshooting and problem-solving abilities.
• Experience collaborating with telecommunications carriers.
• Self-motivated and adaptable to a fast-paced environment.
• Technical competence and proactive learning approach.
• Outstanding judgement in evaluating customer requests.
• Customer-centric mindset focused on delivering exceptional service.

Benefits

• Dynamic and supportive team environment.
• Opportunity to work with leading cloud technologies.
• Focus on employee experience and collaboration.
• Commitment to diversity, equality, and belonging.