Are you ready to play a key role in propelling organisations on their data driven journey?

Sword builds foundations across platforms, data, and applications and our people have a shared passion for technology and solving complex business challenges for our customers.

Our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.  Our people and culture are our highest priority in all we do. Measurable feedback is captured annually to ensure we continue to improve and develop our offering.

If these values are important to you, and you are looking to take the next step in your career with an established and growing company, we’re delighted to share a newly created opportunity to join the Sword team in the role of Customer Experience Manager.

Sword provides dedicated and flexible IT modern managed services that enable customers to prioritise their business objectives whilst maintaining business continuity and operational efficiency to drive value from the business.

We take on the responsibility of IT operations by delivering flexible, scalable, services enabling customers to focus on business performance.

We are looking for a Customer Experience Manager who will be responsible for delivering high levels of customer service while effectively managing and developing our service teams. The candidate will ensure our services meet the needs of our customers and that we are continually improving to meet their evolving needs whilst developing the financial performance of the service.  This is a leadership position that involves managing all operational delivery activities related to customer success and experience, proving the delivery of value and alignment with customer goals and aligning future requirements with Sword Capability.

Location: Aberdeen, Scotland. Hybrid working

Requirements

At Sword, we are proud of cultivating a respectful workplace that values the contribution of all our people, whatever their background or stage in their career.  We welcome your application should you hold the right core experience, knowledge and your application sufficiently outlines your relevant skills or transferrable skills in this area.  If you believe you're qualified, but don't "check all the boxes", please still submit an application and we will explore your experience further.

Here are the key skills and experience relevant to this role:

• Reporting to the Operations Lead, our Customer Experience Manager will be responsible for all operational delivery activities , including service performance , work allocation , resource planning , risk management and line management of operational team leads in the services they manage.
• Manage all aspects of the Customer Experience between Sword and assigned Customers to ensure the experience and service they receive retains long standing engagements, delivers operational success and excellence, demonstrates continual improvement, maximises current and future revenue opportunities, identifies growth, and provides opportunities for staff working at the customers to deliver and achieve their best.
• Work with key personnel both within SWORD and at the CUSTOMER to ensure our operational service is aligned to the needs and goals, enabling a demonstrable partnership and collaborative relationship
• Maintain service performance and delivery targets, run the continual service improvement process, engage with regular reporting and resource management, ensuring relevant performance metrics are met and customer satisfaction is high
• Have regular engagement with Customers and the appropriate stakeholders to gain a thorough understanding of the clients’ business
• Develop CSIP (Continual Service Improvement Plans), Customer Experience Plans and Service Reports as part of the delivery of services
• Maintain, and where possible improve upon Sword’s service performance targets in terms of revenue, profitability, longevity of service and overall financial performance of the service
• Manage operational risk for each client
  
• Maintain long-term customer relationship, developing into a trusted advisor and partner through high levels of customer engagement
• Customer experience is high leading to increasing levels of satisfaction
• BU revenue and profitability targets and met or exceeded within the overall BU plan, and individual services have improved profitability
• Staff are effectively managed, engaged and developed
  

Experience:

• Minimum ITIL V3 Foundation qualified, ideally V4 Foundation
• Degree/Management Qualification or equivalent experience
• Ability to Manage diverse teams
• Relevant experience in a similar role
• Experience of financial management
• Excellent communication skills
• Experience of design and implementation of new service processes

Benefits

Our people are supported and encouraged to develop their career with Sword through their own personal learning and development plan, alongside a competitive salary, pension, private health, wellbeing and insurance schemes, a flexible approach to working, and employee assistance programme.

Sword is committed to maintaining a diverse environment and is proud to be an equal opportunities employer.  All applicants receive equal consideration for employment regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.