Service manager (Data analytics) - Hybrid
20 January 2025 Jisc Grade:
CSS3 Salary:
Circa £35,000 per annum negotiable depending on experience (please see salary guide below for more information) Hours:
35 hours per week Contract:
Permanent Reports into:
Sophie Haworth, Head of customer success operations Location:
Hybrid - A blend of working from home and your nominated hub office, we have hubs in London, Bristol, Manchester and Oxford. Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices. About Jisc: Jisc is the UK digital, data and technology agency focused on tertiary education, research, and innovation. We are a not-for-profit organisation with a big ambition to improve lives through education and research by providing hardware, software, and networking solutions. About the team: Data analytics provides data-related products and services to customers. A key part of the Jisc strategy, we innovate to deliver the right data and analytics solutions for our customers’ needs, turning data into insights and increasing data, digital and analytical capability. The customer success team’s key focus is to ensure our customers use our products and services successfully, generating tangible value for students, staff, HE and FE providers, and businesses. About the role: The Service manager is an exciting new role in the customer success team within data analytics. Our experienced service managers are principally concerned with the delivery and ongoing support of services, overseeing their operation and delivery, and ensuring that they meet quality standards and customer expectations. They are involved in service design, implementation, and ongoing improvement which require close liaison with the product manager and product owner. Service managers make decisions related to service level management, incident management, and continual improvement of service delivery, collaborating with various teams to ensure the effective delivery of services whilst managing capacity and performance, service requests, incidents, problems and change. Responsibilities will include: Ensure that service delivery meets agreed service levels, agreeing service levels internally and with customers. Diagnose service delivery problems and initiates actions to maintain or improve levels of service. Establish and maintain operational methods, procedures and facilities in alignment with customer experience guidelines and reviews them regularly for effectiveness and efficiency. Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends. Ensure that incidents are handled according to agreed procedures. Working with the Technical success manager to seek resolutions, document and keeps customers informed. Analyses causes of incidents, and informs product owners/managers in order to minimise probability of recurrence, and contribute to service improvement. Monitor service delivery performance metrics and liaises with product managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service. Key Skills and Experience: Clear service management skills from a previous Service manager position are essential. Top performer in a customer management/leadership role within a service role in a technical or digital environment. Ability to analyse technical information and identify issues and trends. Ability to influence at a strategic level. Experience of presenting complex information in a professional environment to both colleagues and customers, with the ability to tailor technical updates to non-technical audiences. Experience of harnessing customer data to create meaningful insights to support business growth and increase retention and CSAT. Experience of process reengineering to drive up customer experience/efficiencies. Why work for us? At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors. We believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working. Take a look at our fantastic benefits! We offer: Flexible work pattern, which can adapt to suit your schedules and personal commitments 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas plus the opportunity to buy up to an additional 5 days Annual Jisc performance award A range of wellbeing lifestyle benefits including company paid health care cash plan, employee assistance programme, mental health first aiders and support A generous budget to support you with external learning and continuous professional development Allocated allowance of up to £250 to equip your home office Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money The opportunity to donate to charity tax-free with our Payroll Giving benefit Electric Car Lease Scheme A wide range of discounts from retailers and big-name high-street stores and CSSC membership Family friendly policies including enhanced parental, maternity and paternity leave and opportunity for career breaks Support your volunteering with up to 3 days volunteer leave Cycle to work scheme and eye care scheme including free eye test vouchers and £70 towards new glasses for VDU use Free flu vaccinations Employee recognition awards and travel loans A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning Equity, diversity and inclusion: At Jisc, we don’t look for ‘sameness’, but to truly include people who can add unique perspectives and experiences to our culture. We believe that our commitment to equity, diversity and inclusion is fundamental to our success. Jisc believes our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging. Application process: We want you to showcase your talent throughout the recruitment process. Please let us know how we can best support you to do that; for example, if there are any reasonable adjustments we may be able to put in place. We will be happy to help you. If you are currently a Jisc employee, please apply through your Dayforce Employee profile. Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. No agencies please.
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20 January 2025 Jisc Grade:
CSS3 Salary:
Circa £35,000 per annum negotiable depending on experience (please see salary guide below for more information) Hours:
35 hours per week Contract:
Permanent Reports into:
Sophie Haworth, Head of customer success operations Location:
Hybrid - A blend of working from home and your nominated hub office, we have hubs in London, Bristol, Manchester and Oxford. Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices. About Jisc: Jisc is the UK digital, data and technology agency focused on tertiary education, research, and innovation. We are a not-for-profit organisation with a big ambition to improve lives through education and research by providing hardware, software, and networking solutions. About the team: Data analytics provides data-related products and services to customers. A key part of the Jisc strategy, we innovate to deliver the right data and analytics solutions for our customers’ needs, turning data into insights and increasing data, digital and analytical capability. The customer success team’s key focus is to ensure our customers use our products and services successfully, generating tangible value for students, staff, HE and FE providers, and businesses. About the role: The Service manager is an exciting new role in the customer success team within data analytics. Our experienced service managers are principally concerned with the delivery and ongoing support of services, overseeing their operation and delivery, and ensuring that they meet quality standards and customer expectations. They are involved in service design, implementation, and ongoing improvement which require close liaison with the product manager and product owner. Service managers make decisions related to service level management, incident management, and continual improvement of service delivery, collaborating with various teams to ensure the effective delivery of services whilst managing capacity and performance, service requests, incidents, problems and change. Responsibilities will include: Ensure that service delivery meets agreed service levels, agreeing service levels internally and with customers. Diagnose service delivery problems and initiates actions to maintain or improve levels of service. Establish and maintain operational methods, procedures and facilities in alignment with customer experience guidelines and reviews them regularly for effectiveness and efficiency. Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends. Ensure that incidents are handled according to agreed procedures. Working with the Technical success manager to seek resolutions, document and keeps customers informed. Analyses causes of incidents, and informs product owners/managers in order to minimise probability of recurrence, and contribute to service improvement. Monitor service delivery performance metrics and liaises with product managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service. Key Skills and Experience: Clear service management skills from a previous Service manager position are essential. Top performer in a customer management/leadership role within a service role in a technical or digital environment. Ability to analyse technical information and identify issues and trends. Ability to influence at a strategic level. Experience of presenting complex information in a professional environment to both colleagues and customers, with the ability to tailor technical updates to non-technical audiences. Experience of harnessing customer data to create meaningful insights to support business growth and increase retention and CSAT. Experience of process reengineering to drive up customer experience/efficiencies. Why work for us? At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors. We believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working. Take a look at our fantastic benefits! We offer: Flexible work pattern, which can adapt to suit your schedules and personal commitments 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas plus the opportunity to buy up to an additional 5 days Annual Jisc performance award A range of wellbeing lifestyle benefits including company paid health care cash plan, employee assistance programme, mental health first aiders and support A generous budget to support you with external learning and continuous professional development Allocated allowance of up to £250 to equip your home office Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money The opportunity to donate to charity tax-free with our Payroll Giving benefit Electric Car Lease Scheme A wide range of discounts from retailers and big-name high-street stores and CSSC membership Family friendly policies including enhanced parental, maternity and paternity leave and opportunity for career breaks Support your volunteering with up to 3 days volunteer leave Cycle to work scheme and eye care scheme including free eye test vouchers and £70 towards new glasses for VDU use Free flu vaccinations Employee recognition awards and travel loans A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning Equity, diversity and inclusion: At Jisc, we don’t look for ‘sameness’, but to truly include people who can add unique perspectives and experiences to our culture. We believe that our commitment to equity, diversity and inclusion is fundamental to our success. Jisc believes our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging. Application process: We want you to showcase your talent throughout the recruitment process. Please let us know how we can best support you to do that; for example, if there are any reasonable adjustments we may be able to put in place. We will be happy to help you. If you are currently a Jisc employee, please apply through your Dayforce Employee profile. Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. No agencies please.
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