Regional Client Support Lead

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Thought Machine, one of the UK's leading fintech companies, is undergoing a period of rapid expansion and is looking to hire a number of candidates in the role of Regional Client Support Lead.

Thought Machine is solving one of the biggest problems in banking. Since launching in 2014, our mission has been to liberate banks from outdated, legacy technology which stifles their ability to innovate. Thought Machine’s core product is a cloud native, core banking engine built to run any type of bank - from established Tier 1 banks all the way to new challenger banks.

To move closer to achieving our mission, we are looking for highly talented individuals to join the fast growing team. With a founding team drawn from Google, we have a deep culture of engineering excellence and we believe it is this which delivers a solution compelling enough to engender a seismic shift in the banking industry.

Thought Machine was recognised on LinkedIn’s Top Startups List (2019) and named in Fintech 50 (2019). We pride ourselves on having an excellent internal culture, where we take cultural fit as important as technical fit when we make new hires. At Thought Machine, we strive hard to create a fast-paced, supportive and fun working environment to enable the team to produce the best technical work in the industry.

We are looking for an experienced client focussed Service Delivery or Support Leader to join our Client Services team. Within this role, you are responsible for Thought Machine’s regional 24x7 client support function and Service Management capability.

As a Regional Client Support Lead, you will be responsible for the growth and development of the client support and services function. Initially, you will look after and provide Service Management functionality to Thought Machine’s clients.

You will thrive in working in a dynamic and challenging environment with the focus to ensure our clients realise their desired outcomes. You will be capable of intervening where needed to ensure that our clients receive an amazing experience.

DUTIES

  • Develop client service/support processes, procedures and documentation to ensure the successful regional delivery of 24x7 support
  • Build and grow a team of client-focused regional Service Managers and Cloud Analysts.
  • Organising and managing Cloud Analyst & Engineering rota to ensure 24x7 support coverage.
  • Maintain a high performing service support function by closely working with the Client Support Services Director to standardise policy and processes across all functions.
  • Lead the support teams to ensure effective incident, request, change and release management processes are defined, understood and followed.
  • SLA Management and business reporting.
  • Monitor and measuring ongoing performance, producing and delivering monthly reports for all key stakeholders.
  • Produce and manage post-incident reviews and root cause analysis for high priority incidents.
  • Evangelise and demonstrate Thought Machine's products to drive adoption within clients.

Requirements

Essential:

  • Minimum of 5 years of support/service management leadership experience within a B2B environment.
  • Experience in using service desk tools for SLA management and reporting.
  • Ability to communicate and build relationships with senior client stakeholders.
  • Experience in managing Incident escalations from coordinating conference bridges to collating follow up actions.
  • Strong problem-solving skills and able to work well under pressure.

Desirable:

  • ITIL V3 Foundation.
  • Experience of providing support services within banking or software sectors.
  • Experience in producing and managing shift based rotas.

Benefits

  • Highly competitive salary
  • Bonus incentive
  • Healthcare
  • 20 days holiday + public holidays
  • Sports and hobby clubs, subsidised by Thought Machine
  • All the latest tech you need
  • Huge range of healthy (and not so healthy) snacks, smoothies, juice, tea, coffee and soft drinks on tap
  • A talented & experienced team as your colleagues
  • An environment where we encourage learning and progress

Thought Machine are committed to making a measurable positive impact on people's everyday lives. We are an equal opportunity employer and value diversity at our company. We actively hire for cultural growth. We welcome people of all ages, backgrounds and value people who take a journey unique to them. We provide everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't precisely match the job description.

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