Job Introduction
The Service Delivery Manager (SDM) is responsible for managing and delivering new customers from sales-handover to go-live. This will involve working with the customer to complete configuration and testing and liaising with development teams to deliver a fully working new platform. The number one priority is ensuring that the customers are delighted with Tribepad’s platform and service.
Role Responsibility
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Develop strong and positive relationships with key stakeholders, both for customers and within Tribepad.
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To onboard new customers, managing the implementation as a project from start to go live.
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To be an expert on how Tribepad’s platform works and advise customers on how to get the best out of the system in line with their recruitment processes.
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To own and manage both internal and external customer projects, working across all Tribepad teams and manage escalations.
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To keep the company and the customers informed throughout a customer implementation using defined Tribepad processes.
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To hand over and manage customer implementations to the technical team.
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To train or arrange training with the customer and their users on the Tribepad products.
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Continue to be proactive in supporting customers during in-life service, but ensuring the support team have had an effective handover and understand the customer implementation.
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To produce functional requirements and user stories for customer projects to ensure all Tribepad teams have what they need to deliver customer requirements and project timelines are met.
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To produce project plans to ensure the success of your customer projects.
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To manage and resolve any conflicts with customers in a timely fashion.
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Help to troubleshoot any in-life issues, assisting the support team where necessary.
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To provide regular updates to the business on customer satisfaction and issues that need resolving.
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Using CRM and other tools, maintain records of customer contacts including questions, issues, config change requests and new feature requirements.
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Support other team members and their customers where required.
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To take ownership of internal work requested of you, and to ensure the work is completed, escalating any dependencies and risks where relevant.
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Be positive at all times with the customers and colleagues.
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Report any observed or suspected security weaknesses in systems or services to the CTO.
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Deal with occasional evening & weekend queries from customers not in the UK timezone.
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To adhere to and follow Tribepad’s Security Policy.
The Ideal Candidate
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Background of working in recruitment or have first-hand knowledge of recruitment processes.
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Solid project management experience ideally with (but not essential), industry-recognised qualifications.
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Experience in owning and delivering internal and customer external projects from conception to go live.
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Be able to multitask and balance multiple projects at different stages at one time and provide accurate status reports to the senior management.
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Be able to adapt to different customers needs and requirements and manage customer expectations in a positive manner.
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Have excellent communication skills, both verbal and written to effectively communicate with Tribepad customers and internal teams.
Package Description
In return for your talent, here's a small bit about what you can expect from Tribepad:
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Tribepad is a small team - your work will be visible and your contribution recognised.
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Innovation - yes we really do want to hear your ideas, that’s how we stay current.
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Flexible working - more comfortable working at home? That’s fine with us.
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Further development - we think it’s great if you want to keep on learning and we’ll help you succeed.
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Reward - up to 7.5% matched employer pension, private healthcare, generous parental leave policy.
Take a look at the role in a bit more detail and we’ll look forward to receiving your application!
We are an inclusive organisation and we welcome and encourage job applications from people of all backgrounds.
About the Company
We’ve built the easiest-to-use enterprise talent acquisition platform that means if you want to work for Tesco, Subway, Pizza Hut or the BBC then you need to use our software to apply for the job, be interviewed and ultimately hired.
Recently we’ve worked with the NHS, G4S and Sodexo to hire vaccinators, stewards and security officers for Covid vaccine stations and Nightingale hospitals. Our software is literally helping to save lives.
Our company ethos is people first, product second and profit third. That means we hire smart people, give them an exciting and rewarding job with loads of autonomy, then they’ll build cool stuff and deliver great service. That inevitably leads to happy clients who want to stay with us, buy more and recommend us to others.
So, we’ve grown largely by referral over twelve years. There’s nearly 50 of us now, mostly in Sheffield, but increasingly spread across the UK. We’re privately held by the directors and team - that means no outside influence from private equity companies, so we’re in charge of our own destiny.
We’re proudly carbon negative and climate positive, working with Ecologi to offset all the carbon we’ve ever produced. Along with our goal of planting 1 million trees, we work with Kiva to loan out $1,000 a month to small businesses in developing countries. You can find out more about our Ethical Manifesto on our website.