Skewb is transforming the Utilities sector through innovative solutions that tackle industry-wide challenges. Since our founding in 2018, we’ve grown from 2 people to a team of over 250, with no signs of slowing down. Our “Skewbers” are passionate, curious, and committed to making the ordinary, extraordinary. Our core values — Outcome Focused, Integrity, Citizenship, Simplicity, Co-create & Collaborate — are at the heart of everything we do. When you join Skewb, you become part of a dynamic, supportive team where ideas thrive, voices are heard, and real impact is made. We value diversity, empower individuals, and work together to drive meaningful change.
The Role
You will be supporting the business on its continued growth, working directly with customers and supporting the product team. The role will see you being hands-on with customer and business partner queries. The role is to own issues and tickets along with new deployments and client management end-to-end. You will ensure proactive and efficient management and delivery along with customer communications throughout the support lifecycle.
Key Responsibilities
* Manage and prioritise incoming support tickets, ensuring appropriate routing, escalation, and timely resolution.
* Monitor, report, and drive adherence to agreed SLAs and KPIs, ensuring high standards of service performance and client satisfaction.
* Lead and coordinate offshore support teams, ensuring alignment with service goals and quality expectations.
* Act as the primary point of contact for clients regarding ongoing tickets, issues, and service updates.
* Work closely with product teams, developers, architects, QA, and project managers to resolve issues and ensure smooth handovers.
* Lead incident reviews and ensure effective root cause analysis and follow-up actions to prevent recurrence.
* Manage the onboarding and service transition of new products and projects, including documentation, training, and support readiness.
* Identify service improvement opportunities and drive initiatives to enhance operational efficiency and service quality.
* Provide regular performance, incident, and trend reporting to internal stakeholders and clients.
Person Specification
* Highly proactive and collaborative, with a strong ability to take initiative and work across teams to resolve issues and drive improvements.
* Strong communication and interpersonal skills, able to convey complex information clearly to both technical and non-technical stakeholders.
* Exceptional client service mindset, consistently focused on delivering high standards of customer satisfaction and building strong client relationships.
* Calm, professional, and composed under pressure, ensuring effective issue resolution during high-pressure situations.
* Energetic and hands-on, suited to a fast-paced, agile environment; willing to “roll their sleeves up” and take ownership of problems.
* Team player, valuing collaboration and collective success, with a positive and adaptable attitude.
Skills and Experience
* Proven experience in a Service Delivery or Support Management role, with a track record of managing and improving service operations.
* Strong understanding of service management frameworks (e.g. ITIL), with the ability to apply best practices in service delivery and support functions.
* Experience managing offshore or distributed support teams, including coordination across time zones and different cultural environments.
* Experience in a customer-facing role, with direct responsibility for managing client relationships and service outcomes.
* Proven background of working with ticketing systems, ideally Jira, for managing incidents, requests, and problem resolution.
* Experience supporting mission-critical, 24x7x365 operational systems, understanding the demands and rigor required to ensure continuous service availability.
* Ability to thrive in an agile, rapid-paced environment, adapting quickly to changing priorities and challenges.
* Strong problem-solving skills, with a focus on practical solutions and continuous improvement in service delivery.
Education and Qualifications
* There are no specific education or qualification requirements for this role.
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