Software Service Delivery Manager
UK Visa Sponsorship Analytics
Occupation Type
IT managers
Occupation Code Skill LevelHigher Skilled
Sponsorship Salary Threshold
£55,000
(£28.21 per hour)
Occupation rate applies
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Description
At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.
How You Will Make a Difference
About you:
Do you want to spend your working time making a difference in the world around you? Are you passionate about supporting the medical and pharmaceutical industries? Do you care about keeping patients and people safe? If so, then a career with Steris could be a great fit for you.
About Us:
At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.
The International Customer Support Manager oversees a team of 5-10 Application Support Specialists (Tier 1 through 3) who support international customers, resellers, and internal business partners using a variety of STERIS Sterile Processing Workflow software packages.
The position manages all team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs.
The role works with cross-functional Customer-facing teams and the Technical Support team to coordinate projects, implementations, incident management, Customer and business initiatives and escalations. Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed.
This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes. Additional responsibilities include training and coaching team members to ensure proficiency, monitoring team member performance, documenting processes, procedures and work instructions, communicating with other key business leaders about risks, challenges and opportunities, and ensuring the support team has all resources needed to perform their responsibilities effectively and efficiently.
What's Involved
How You Will Make a Difference
About you:
Do you want to spend your working time making a difference in the world around you? Are you passionate about supporting the medical and pharmaceutical industries? Do you care about keeping patients and people safe? If so, then a career with Steris could be a great fit for you.
About Us:
At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.
The International Customer Support Manager oversees a team of 5-10 Application Support Specialists (Tier 1 through 3) who support international customers, resellers, and internal business partners using a variety of STERIS Sterile Processing Workflow software packages.
The position manages all team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs.
The role works with cross-functional Customer-facing teams and the Technical Support team to coordinate projects, implementations, incident management, Customer and business initiatives and escalations. Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed.
This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes. Additional responsibilities include training and coaching team members to ensure proficiency, monitoring team member performance, documenting processes, procedures and work instructions, communicating with other key business leaders about risks, challenges and opportunities, and ensuring the support team has all resources needed to perform their responsibilities effectively and efficiently.
What's Involved
Manages Technical Support sub-team (50%)
BS in business, computer science or closely related field.
Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar. Governing incident, problem, change and technology systems management.
6+ years’ experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service.
Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure.
Understand of Microsoft SQL database technologies and SQL scripting.
Experience of multi-channel technical support including telephone, web chat, email and self-service support tools.
Proven track record operating a excellent Customer service, proven through clear service metrics and Customer feedback.
Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations.
Experience of operating technical training of service teams and maintaining technical knowledge bases.
Required Skills
- Coordinates team activities to ensure resources are available to meet needs
- Assigns projects, follow up and escalations to maximize team efficiency
- Assigns and coordinates required after-hours work, rotations, and coverage
- Identifies improvement opportunities
- Coordinates with other teams to ensure Customer satisfaction and operational efficiency
- Supervises team members to achieve their individual goals and objectives
- Oversee follow up and resolution for escalated issues
- Interface with Customers on high-profile, sensitive, or complex incidents or accounts
- Communicates with key business leaders about Customer satisfaction issues
- Provides backup and/or resources for team members encountering challenging situations
- Participates in backup support where necessary for after-hours support
- Support the international business development team in the creation of a support channel for each new international market being developed.
- Create a plan for the incubation, growth, and eventual integration of emerging markets to eventually be supported by the global support team and their standard processes.
- Writes, reviews and updates processes, procedures, and work instructions
- Monitors work done by team and ensured quality of outcomes
- Reports out on metrics of team performance
- Ensures complete documentation of project and incident work
BS in business, computer science or closely related field.
Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar. Governing incident, problem, change and technology systems management.
6+ years’ experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service.
Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure.
Understand of Microsoft SQL database technologies and SQL scripting.
Experience of multi-channel technical support including telephone, web chat, email and self-service support tools.
Proven track record operating a excellent Customer service, proven through clear service metrics and Customer feedback.
Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations.
Experience of operating technical training of service teams and maintaining technical knowledge bases.
Required Skills
Strong ability to define
Proactively drive service improvements.
Background in IT Service Management within a large organization is preferred.
Experience of healthcare software, regulations and governance desirable
Strong systems and technical experience.
Experience of managing external service providers.
Able to work proactively and plan, organize and manage own workload.
Project and influencing skills in addition to personal drive and results orientation.
Strong communication skills and able to deal professionally with people at all levels.
Ability to coach and mentor staff.
Equal Opportunities
STERIS plc provides employment and advancement opportunities without regard to age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion/belief, sex (gender), sexual orientation or any other legally protected characteristic as defined by UK employment law. The Company bases all employment decisions on merit, qualifications, skills, and abilities with the intention that the best candidate is selected for each position.
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com.
STERIS strives to be an Equal Opportunity Employer.
Proactively drive service improvements.
Background in IT Service Management within a large organization is preferred.
Experience of healthcare software, regulations and governance desirable
Strong systems and technical experience.
Experience of managing external service providers.
Able to work proactively and plan, organize and manage own workload.
Project and influencing skills in addition to personal drive and results orientation.
Strong communication skills and able to deal professionally with people at all levels.
Ability to coach and mentor staff.
Equal Opportunities
STERIS plc provides employment and advancement opportunities without regard to age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion/belief, sex (gender), sexual orientation or any other legally protected characteristic as defined by UK employment law. The Company bases all employment decisions on merit, qualifications, skills, and abilities with the intention that the best candidate is selected for each position.
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com.
STERIS strives to be an Equal Opportunity Employer.