Customer Experience Manager

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

We are looking for a Customer Experience Manager to manage all of the operational-focused elements of the customer experience between Sword and our Energy customers, ensuring the service they receive retains existing engagements, maximises current and future revenue opportunities, and demonstrates a true partnership between both parties with value-add at the forefront of everything we do.

You will report to our IT Operations Lead, and be dedicated to our customers , with a focused objective to build long-lasting, trusted relationships with our key customer stakeholders, developing an in-depth knowledge of their business goals and helping to achieve them. You will work in a dynamic, fast-paced and growing account environment, governed by an experienced leadership team and guided by a comprehensive technical group.

Ideally, you will have an operational or project delivery background, with experience managing teams of people, delivering services, and comfortable working autonomously.

Here’s what the role looks like:

• Reporting to the IT 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.
• 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 and where possible improve upon 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 long-term customer relationship, developing into a trusted advisor and partner through high levels of customer engagement
• Manage the direct reports who are delivering services to the customers and support their development
• As part of the PDP process, set clear objectives and determine development opportunities

• Here are the key skills and experience relevant to this role:
• You will already have gained service delivery or project management experience, preferably within the IT services or the energy industry, and have a track record in meeting and exceeding targets.
• Operational Service Delivery and People Management experience.
• Ability to Manage diverse teams
• Strong multi-level relationship builder.
• Commercially focused, articulate and possess the ability to think strategically.
• Highly motivated, goal-oriented and target driven.
• Experience of management of budgets
• Experience of continual service improvement an associated planning and execution of CSIPs
• Ability to develop and execute customer experience plans and service reports
• Excellent communication skills and able to build relationships across multiple levels
• TIL V3 Foundation qualified, ideally V4 Foundation OR PRINCE2 Project Management Practitioner advantageous
• Degree/Management Qualification or equivalent experience

At Sword, 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.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you…