Customer Service Manager EMEA

Magentus Group; London; Hybrid; GBP 100,000 - 125,000

Job description

Magentus products and services have been at the forefront of delivering health technology for more than 30 years, offering deep expertise across clinical systems, health informatics and practice management.

Across pathology, radiology, oncology, maternity, and practice management, we are connecting the health ecosystem and transforming digital healthcare at scale. Driven by our dedicated teams across the globe, our success reflects our passionate commitment to improving healthcare outcomes.

People are at the heart of everything we do at Magentus — we work as one team to create a healthier society.

Short Summary

Our Customer Service Manager is a key role within our management team, leading teams to deliver high standards of customer service.

Key Responsibilities of the role:

• Leading, developing and managing a multi-skilled service team to deliver an effective support function that has the capability to resolve customer issues within agreed Service Level Agreements and promoting high levels of customer satisfaction.
• Defining and managing service provision agreements with customers and 3rd party suppliers to ensure that customer issues are tracked, managed and resolved in line with agreed SLAs.
• Fostering collaborative relationships with L3, Product and Development teams to deliver high levels of performance and customer experience.
• Championing ITIL Best Practice and enhancing the existing delivery model while maintaining compliance with ISO20000.
• Supporting the sales and commercial teams to define and agree Service contracts with clients and ensuring the service capability and risks are managed to meet those obligations.
• Managing Major Incidents and minimising risks to service delivery for a 24x7x365 services as well as being a key escalation point.
• Developing and managing Continual Service Improvement Plans (CSIP), using data to identify, prioritise and implement service improvements and efficiencies, standardising and automating processes wherever possible to ensure consistency and easily replicable implementation for new customers.
• Delivering regular and insightful reports, collating information around common issues that can be used to improve product reliability, customer outcomes or additional services such as training for service users.
• Supporting customer service and quarterly business reviews.
• Developing and maintaining an in-depth understanding of each customer’s IT infrastructure and organisation.
• Managing and developing Operational Level Agreements (OLAs) and relationships with partners and third-party suppliers.
• Delivering regular team performance information and metrics and interpreting to support the team in improving services to customers.

Experience

• Previous experience in a Service Management role, preferably within the Healthtech software industry.
• Expert in ITIL Best Practice.
• ITIL Qualified to Practitioner as a minimum.
• Degree in IT related or similar level of knowledge or experience.
• Customer focused with a desire to deliver a right first-time approach within the team.
• Familiar with existing and emerging technologies within service desk functions.

What’s in it for you:

• Hybrid Working Environment from London or Northern Location.

Leave:

• 25 days (increases with length of service up to 4 days) plus 8 bank holidays.
• Holiday purchase scheme via salary sacrifice.
• An extra day annual leave for your birthday.
• Enhanced Maternity Leave.
• Enhanced Paternity Leave.
• Up to two days paid Volunteering days.
• Paid time off during the working day to donate blood.

Leadership & Development:

• Product Training.

Employee Recognition:

• Peer recognitions.
• CEO awards.
• Length of service awards.
• Performance Annual Bonus Programme.

Employee Benefits:

• Life Insurance (4x annual salary).
• Private health care (BUPA) plus discounted rates to add your loved ones.
• Salary Sacrifice Pension.
• Income Protection.
• EAP (access to online Healthcare).
• Branded merchandise starter pack.
• £250 working from home allowance.
• Free Flu Jabs.
• Enhanced Sick Pay.

Our values say a lot about us:

• One Team.
• Make a difference.
• We Care.
• Trust.

Magentus Software Limited is an equal opportunities employer. We are committed to creating an inclusive and diverse work environment where all employees feel valued and respected.

We do not discriminate based on race, colour, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We encourage applications from all qualified individuals and believe in fostering a workplace where everyone has the opportunity to thrive and succeed.

We are also a proud member of the Disability Confident Employer Scheme, demonstrating our commitment to supporting disabled individuals in the workplace.

If you require any support or adjustments to interact with us, please let us know.