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Support Services Manager
Confirmed live in the last 24 hours
London, UK
Experience Level
Desired Skills
  • Develops superior knowledge of all GR Products and Services
  • Understands interdependencies between Products and Services
  • Broad knowledge across monitoring, alerting and service management concepts
  • Good understanding of software systems concepts such as networking, firewalls, protocols, databases and cloud technology
  • Previous experience in a SAAS or enterprise grade organization
  • Able to remove roadblocks affecting team efficiency
  • Understands and able to communicate at all levels, impact to business and customers from Service Incidents
  • Capable of leading technical recovery to mitigate and restore service, minimizing impact to customers for major incidents, considering all aspects of Incident management
  • Identifies opportunities to improve efficiency and effectiveness of team
  • Ensures new products, services, features are fully supportable and meet Support Services non-functional requirements
  • Experienced in resource forecasting and tracking of work, ensuring all projects, actions delivered on time
  • Project management experience
  • Monitoring and ensuring maintenance of Key Performance Indicators
  • Successfully identifies and recruits talent to improve skillset of the team
  • Manages independently; effectively and professionally communicates context to the team, escalates issues and identifies areas of improvement
  • Manages direct reports with different technical/experience levels, skill set levels and technical areas of focus
  • Proven proficiency in personnel leadership and workflow assessment
  • Sets objectives aligned to business goals for direct reports and delivers feedback clearly and accurately on a regular basis
  • Conducts regular sync up meetings with direct reports to facilitate open communication and provide feedback
  • Demonstrated ability to coach staff and provide developmental feedback; provide reporting on this to leadership
  • Responsible for completing direct reports' performance reviews
  • Ensures team members have personal development plans align to team and company growth. Provides support and tracks progress
  • Minimum of 7 years of experience in SaaS implementations and customer facing support roles
  • Prior experience leading teams of driven individuals
  • Prior experience managing projects or process / systems improvement programs preferred
Global Relay

501-1,000 employees

Compliant electronic communications platform