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Head of Partner Success

Northwich, Cheshire, Cheshire, United Kingdom
Job ID: 39637


Head of Partner Success (Service Delivery)

About the role

Comms-care is looking for an enthusiastic and forward-thinking individual to lead and evolve our existing Service Delivery team to drive the success of our partners. The successful applicant will work within our leadership team to build out and implement the future strategy for service management while maximising partner retention and supporting the growth of service revenues.

You will lead a team of 5, including Service Delivery Managers and Analysts to support and enable our partners and their customers with a focus on maximising their success and experience of using our services.

Salary: Competitive package dependent on experience

  • 23 days holiday, exclusive of bank holidays, increasing with service
    Additional day off for your birthday
  • Contributory pension scheme along with health care plans
  • Free parking

Location: Office Based (CW9 7UA) preferred

Hours: 09:00 – 17:30 Monday to Friday

About Comms-care

Comms-care is a leading channel-only provider of IT support and service solutions.  We assist over 850 channel partners and support over 30,000 active service contracts. Comms-care has extensive in-house technical resource, and its 15 years of channel experience coupled with a customer care philosophy of "go-the-extra-mile" results in reduced costs, improved service and greater operational efficiency across our reseller partners’ end-user customers' businesses. 

What will you be doing?

  • Identify and implement the future service management strategy to maximise the partner experience and satisfaction.
  • Work with internal and external stakeholders to increase partner retention and support growth of service revenues
  • Provide Service Delivery Management to identified partners including onsite and remote service and/or business reviews.
  • Lead the Service Delivery team, ensuring processes and functions are implemented efficiently, areas of responsibility include:
    • Service delivery management
    • Service transition
    • Complaints
    • Continuous service improvements
    • Service quality
    • Customer satisfaction
    • Partner onboarding
  • Act as the escalation point for customer feedback and complaints
  • Identify, monitor, and report on partner satisfaction utilising KPIs, OKRs, Health Indices
  • Support the organisation and management team in internal/ external audits and management reviews

What we are looking for

  • Be able to demonstrate a genuine interest and ability in building relationships with customer
  • Ability to proactively manage service improvements
  • Display solid organisational and time management skills
  • Be professional and approachable
  • Confident in sharing ideas, with the ability to diligently listen and document those of others
  • A team player with excellent initiative and problem-solving skills

Other skills that will help you in the role

  • Experience of working within an IT services organisation
  • Knowledge or experience of ITIL

Make an application to join the team

Our team is as much about our people as it is our customers and business partners. We want associates with a strong desire to succeed. We offer a competitive base, bonus and benefits package.


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