Global Application Support Manager

**Purpose of the role**: - The role of Application Support Manager will be the trusted partner to deliver exceptional support and service to Indicia's increasing technology customer base. - Lead a team to champion customer and internal requests through a relationship-focused approach to ensure these are actioned effectively and efficiently. - Work in partnership with the Client Services, Delivery teams and Product Owners to align customer and business goals and help optimise the prioritisation of work. - Intrinsically understand customer requirements through ongoing collection and analysis of service desk data and feedback and refine the current support delivery roadmap to further add value. - Lead service initiatives and improvements, keeping Indicia focused on the customer and play a central role in directing the future of the support offering. - Be involved in aspects of support, account management, demonstrating the solutions, educating customers and more. All Indicia teams will look to Service Delivery for input across all key service and support decisions. - Ensure excellence in delivery across the Delivery team ensuring they adhere to key principles and processes. - Ensure direct reports remain utilised, billable (where applicable) and profitable in line with Business KPI’s and SLA’s. - Be the face of Indicia Service Delivery and Application Support to our stakeholders (technical and non-technical) within the business and externally. **Key Responsibilities**: - The development and management of a early life Service Delivery function and team. - Ensure excellence in the end to end delivery of customer service for all our large technology clients. - Take ownership of the onboarding and offboarding of customer service management across service desks and the service delivery toolset. - Implementation and dissemination of Indicia’s Service Delivery methodologies & principles. - Provide regular detailed Service Desk performance reports to the department heads of Service Delivery and IT. - Ensure the team is fully utilized (>=80%) - Articulate Service Delivery and service methodologies and processes in both technical and plain English language. - Lead and participate in key client and supplier service delivery calls, MSR’s and QBR’s where required. - Create and refine key service delivery reports than provide visualization and transparency to both the customer and internal business stakeholders. - Provide and/or engender consistent and honest client feedback in relation to customer service against a set of deliverables and KPIs. **Key Experience, Skills and Knowledge**: - Demonstrable experience in delivering exceptional customer service and support across a diverse customer base - Essential - Immecable attention to detail when delivering to SLA’s & KPIs - Essential - Proven ability to quickly adapt to new technologies, concepts, and approaches - Essential - Highly professional individual with excellent written and verbal communication skills - Essential - Demonstrable experience in Service Desk management and deployment - Essential - Creation of high-standard documentation across the service delivery cycle and the ability to hold multiple functions accountable for its creation - Essential - Ability to create structure in ambiguous situations and design effective processes - Essential - Experience in working with complex, multi-divisional, multi-geographical customers - Desirable - Strong team leadership skills - Driven, self-motivated, enthusiastic and with a “can do” attitude - Passion for technology and for being a part of a fast-growing SaaS company - Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services) Given the global nature of this role, hours and working-from-home options remain flexible to suit.