Service Delivery Lead

Job Description

We are looking for a highly motivated individual to lead, motivate and Inspire our growing team of Service Delivery Managers. Customer Experience is central to everything we do at AccessPay and our Service Delivery Managers are responsible for creating and maintaining trusting and long-lasting relationships with our customers. From the point the customer’s join AccessPay our Service Delivery Lead will work across multiple teams to ensure that the customer achieves the value they expect from our product.

This will be a varied role where you will work with the Head of Service Delivery to embed new processes, manage a small portfolio of enterprise clients and take responsibility for the development of our Service Delivery Managers. Importantly you will be the owner of Incident Management within AccessPay and must ensure our Incident management policy Is adhered to. You will effectively handle client escalations of high impacting incidents. To do this successfully, you will need to gain a good understanding of AccessPay Products, AccessPay clients and their business needs.

You will be accountable for the service we deliver, using Incident and Problem management principles to Improve Internal processes and procedures to benefit our customers. Working with direct reports to review tickets raised, Identify patterns and trends, suggesting solutions where possible and seeing these through to completion.

Creating and maintaining relationships both Internally and externally Is a must. You will be in direct contact with senior internal and external clients, representing the AccessPay Service Delivery Team on scheduled conference calls, face-to-face meetings and Client Business Reviews. Understanding the needs of both AccessPay and our Customers to manage communication, ensuring that we are communicating to the correct audience, at the correct time, about the correct subject.

As this Is a new role within the Service Delivery Department we are looking for someone with a successful track record of building and growing Service Delivery teams In a customer facing environment. Previous experience of owning Incident management and building out reporting and tracking capabilities would be beneficial. Financial servicing experience In the payments or card space would be an added bonus.

Additional Information

• Free Gym Membership with Pure Gym
• EMI Share Options Scheme
• Season Ticket Loan (available upon completion of probationary period)
• Health Shield Cash Plan (available upon completion of probationary period)
• Cycle to Work Scheme
• Birthday off work
• Free breakfast & lunch food when in the Manchester office
• Discounted Parking - £5 at City Tower
• Access to training – both internal and external
• Workplace Pension