Kineo is a market-leader in the elearning industry. We’re growing fast and are busy expanding our global presence. Our motto? ‘Stirring things up’ – we love doing what we do! Kineo has been providing learning solutions for over ten years and part of City & Guilds for almost five. We help the world's leading businesses and organisations improve performance through learning and technology, providing a wide range of world-class elearning, consultancy, development and support services. We partner with clients all over the world, with offices in the UK, APAC, South Africa and the US.
Your focus in this role will be to ensure delivery of a top-quality customer experience within Kineo EMEA’s Client Services function. You’ll take a leading role in defining, assessing and continually improving the superiority and profitability of support services. This will involve responsibility for service content (support products and their inclusions/exclusions), and defining the roles and responsibilities of our clients, users, and service providers.
Managing a team of up to 6, you’ll also ensure service quality, availability and timeliness, monitoring and controlling service risks. The role will be critical to our customer success, ensuring proactive partner relationships with clients, leading to enhanced satisfaction and retention.
Following ITIL best practice, you’ll establish clear goals for service delivery so success factors can be defined, measured and reported. This includes the design, integration and monitoring of Service Level Agreements (SLAs). You will also ensure sufficient and capable personnel resource is in place to satisfy ongoing service obligations, and that our internal and external supported systems (e.g. services portal and hosted client systems) are available for use in accordance with SLAs, working in partnership with the Technical Delivery Manager.
The role will also ensure that a proven Business Continuity Management plan is in place, for uninterrupted delivery of services from our local office(s) and remote data centre facilities. This includes proactive monitoring and control of risks that may impact upon our support service obligations, working in partnership with the Technical Delivery Manager. You will regularly review service provision, through analysis of client satisfaction data and feedback from key stakeholders in other business functions, in order to identify and implement any necessary improvements.
The role will also be accountable for quality assurance processes and procedures, making sure that they are documented, embedded and routinely reviewed, and that the resolution of problems always leads to the implementation of improvement measures e.g. as part of ISO9001.
You’ll need ITIL v3/4 accreditation to Foundation level, and you must be tenacious and customer-oriented approach to everything you do. With strong interpersonal skills, both colleague and customer facing, you’ll have proven team leadership and people management experience.
Please apply via the following link:
You must have the ability to understand technical jargon, and you must have strong commercial awareness. You’ll need the ability to think laterally and remain calm under pressure.