Service Delivery Manager (JOSCAR)
Location: Blended working between Kemp House, Chawley Park, Oxford and working from home (Monday-Wednesday in the office)
Reporting To: Sector Manager
Job Summary
To manage relationships with multiple blue-chip organisations, strengthening key stakeholder relationships across the business. Ensure the successful onboarding of suppliers and system maintenance during renewal periods.
Key Responsibilities and Requirements
1. Manage customer accounts through:
* Create engaged relationships with Buyer customers to maximize success and service delivery.
* Coordinate with customer service teams to keep them informed about Buyer accounts.
* Follow onboarding processes for Buyers and Suppliers.
* Develop Buyer system usage according to the Maturity Index to ensure value realization.
* Create tools like heatmaps to illustrate data value.
* Liaise on additional services such as JOSCAR Zero.
* Manage Supplier escalations with effective processes.
* Maintain data quality and system integrity.
* Build industry knowledge, including relevant legislation.
1. Budget and Reporting
* Contribute to budget planning for each Buyer account.
* Maintain account plans and provide progress reports.
* Analyze data for actionable insights and prepare internal reports.
2. Relationship Building
* Develop trusted relationships with key contacts and decision makers.
3. Monitoring Performance
* Assess Buyer performance against the Maturity Index.
* Report and escalate issues as needed.
4. Training and Development
* Provide on-the-job training and refresher sessions.
* Identify training needs and tailor approaches.
* Focus on benefits of system features.
5. Knowledge and Experience
* Minimum 3 years managing customer relationships in B2B environments.
* Experience with data management and analytical services.
* High accuracy and attention to detail.
* Proficiency with CRM systems.
* Understanding of procurement processes (desirable).
* Customer objection handling experience.
6. Qualifications and Skills
* Degree or equivalent qualification.
* Strong time management and communication skills.
* Data analysis aptitude; proficiency in MS Excel.
* Valid driver’s license.
7. Personal Attributes
* Energetic, enthusiastic, and eager to learn.
* Goal-oriented with a positive attitude.
* Enjoys relationship building and willing to travel within the UK.
Further Information
* Performance bonus, holidays, pension, sick scheme, compassionate leave, social activities, Refer A Friend scheme, and blended working.
The Company
Hellios is a leading provider of information and risk management services to the financial and defence industries, supporting major blue-chip companies and their suppliers. Since 2012, the company has grown rapidly, with offices across several countries. We focus on delivering excellent service and innovative technology, fostering sustainable relationships with clients. For more about our values and culture, visit Hellios.com.
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