Service Delivery Manager (FSQS)

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Service Delivery Manager (FSQS)

Job title: Service Delivery Manager (FSQS)

Location: Blended working between Kemp House, Chawley Park, Oxford and working from home

Reporting to: Sector Manager

Job summary: To manage relationships with multiple blue chip organisations, strengthening the relationship with key stakeholders across the business. Ensure the successful completion of suppliers through the onboarding process and remaining within the system during renewal.

Key Responsibilities And Requirements

Manage several customer accounts through:

• Create an engaged relationship with your Buyer customers to maximise customer success and service delivery.
• Liaise with our customer service teams to ensure team members working on your Buyer accounts are always correctly informed of messages and approach.
• Follow the onboarding process for both Buyer and Supplier from start to completion.
• Develop each Buyer's use of the system against the Maturity Index to ensure that the Buyer gets real value from our solution.
• Develop heatmaps and other tools for the Buyers to ensure that they can see the value of the data quickly and easily.
• Liaise with the Buyer in relation to other services they may require such as Stage 3 audits or data feeds.
• Ensure Supplier escalations are correctly managed, and an escalation process is in place with the Buyer(s) for successful resolution.
• Work with colleagues to maintain the quality of Hellios' data and systems.
• Build your knowledge of the industry and relevant legislation that will affect your customers and Hellios' markets.

Budget and Reporting

• Participate in the budget creation process for each of your Buyer accounts, setting an achievable and realistic target for each month.
• Maintain and update actionable account plans for each Buyer.
• Provide a regular progress status report to the Sector Manager.
• Analyse data to create actionable points for the Buyers.
• Create and present ad hoc internal reporting.

Relationship Building

• Develop a strong relationship with your key contact to embed Hellios as a trusted partner with the Buyer customer.
• Create and develop relationships with the Buyer decision makers and all Buyer members involved in using Hellios systems and services, especially those involved in the process, end users of the data and senior members of the Buyer organisation.

Monitoring Performance

• Assess the Buyer against the Buyer Maturity Index to check that they are getting the best value from the use of the system.
• Report performance to Sector Manager as required.
• Escalate issues to Sector Manager when identified.

Training and Development

• Facilitate on-the-job training to ensure your Buyers have excellent knowledge of the system and processes including new functionality.
• Organise refresher training for your Buyer from time to time.
• Identify training needs and adapt training approach to suit those needs.
• Ensure training covers benefits, not just features.
• Make recommendations for training including coaching and mentoring.

Knowledge and Experience

• Proven experience of managing customer relationships, customer success and service delivery with multiple stakeholders in B2B (minimum 3 years).
• Experience of managing data in a high-quality analytical service environment.
• High degree of accuracy and attention to detail.
• Work as part of the team to meet deadlines.
• Proven delivery of defined targets and deadlines.
• Experience of working with a CRM system.
• Experience of working in a growing business.
• Awareness and compliance with information security standards.
• Working knowledge of procurement processes within large buying organisations (desirable).
• Experience of objection handling with customers.

Qualifications and Skills

• A degree (or equivalent).
• Excellent time management skills.
• Good verbal and written communication skills in English with good use of business language.
• Aptitude for data analysis and experience of tools for data management, including MS Excel.
• Valid driving licence.

Personal Attributes

• Energetic and enthusiastic.
• Willingness to learn.
• "Can do" and never give up attitude.
• Goal and target orientated.
• Enjoys relationship building.
• Willingness to travel in UK if required.

Further Information

• Performance related bonus.
• 25 days holiday.
• Company sickness scheme.
• Company pension scheme.
• Paid compassionate leave.
• Blended working.
• Refer A Friend scheme.
• Regular social activities.

The Company

Hellios is a leading supplier information and risk management company operating in the financial services and defence industry. Established with the primary objective to benefit major blue-chip companies and their suppliers. Hellios provides a single streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security and data protection.

Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 120 employees and establishing offices across the UK, Australia, The Netherlands, Spain, and Ireland. The Company is continuing to grow quickly and a key part of this role is to prepare the Company for further growth.

At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology. Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier clientele. To delve deeper into Hellios's core values shaping the culture embraced by our team, partners, and our customer-centric approach, please visit our website at Hellios.com.