Customer Service Delivery Manager


Cambridge, GB

Category:  Administration and Customer Services

Job Title: Customer Service Delivery Manager

Contract: Full time, permanent

Salary: £37,800 - £51,000

Location: Cambridge


What it’s about

The Service Delivery Manager is a newly formed role within Cambridge Assessment English’s Customer Support department, which provides customer service to our global customer base of exam centres, recognising organizations, candidates and others on a 24/7 basis.


Working as a member of the department’s senior management team, you will have responsibility for taking Cambridge English’s service delivery practices and methodologies to the next level by devising, implementing and overseeing best practice procedures for handling customer contact and leveraging your knowledge of Incident and Problem management to drive improvements in this area. You will play a key role in the department's ambition to ensure that the support provided delivers a ‘value-add’ service to the business and our customers.


As Service Delivery Manager you will also oversee the department’s business continuity and risk management functions, as well as managing the pipeline of new products from development into the BAU support operation. As this is a newly formed role, you will have the opportunity to bring your own experience and expertise to help shape its future and the wider department’s mission.


What you’ll be doing


This role has a wide-ranging set of responsibilities including:


  • Establishing and implementing Incident & Problem management processes for the customer support department, carrying out root cause analysis of issues and driving through change to reduce reoccurrence
  • Leading the department’s role in the handling and resolution of identified Major Incidents, through liaison with colleagues and departments across Cambridge Assessment
  • Liaising with internal and external stakeholders on service delivery and customer support matters, often at a management or director level
  • Defining and measuring Service Level Agreements and providing management information reports to stakeholders on performance against these and other support-related data
  • Responsibility for the department’s ongoing Business Continuity Planning activities, issue and risk management and data protection compliance
  • Overseeing the transition of new products and systems from development into business as usual support
  • Building effective relationships with colleagues across Cambridge Assessment including IT, operations and distribution to ensure the effective management and timely resolution of incidents



What we’re looking for


You will bring knowledge and experience of industry-best practice when it comes to service delivery methodologies and practices, along with a proven track record of delivering process and service improvements, ideally in a customer-facing environment.


You’ll need to demonstrate the ability to work in a hands-on manner and be actively involved in the department’s day-to-day activities, whilst also managing longer term projects and contributing to our mission and strategy.


Whilst this is not an IT role, you will need to have a solid understanding of technology and software development best practice, testing methodologies and general IT concepts as well as a level of technical expertise that enables effective discussions with our IT partners and third party vendors.


The successful candidate will:


  • Be educated to degree level and/or have multi-year experience in a Service Delivery or Customer Services management position.
  • Have strong management, organisational and negotiation skills
  • Be highly collaborative – able to work effectively with and influence a range of people within Cambridge Assessment English and wider Group
  • Have a deep understanding of Service Delivery best practice methodologies and key concepts


In addition, any of the following would be considered beneficial:


  • A Service Management qualification such as ITIL Foundation or ITIL Practitioner
  • Experience of delivering projects to completion using recognised best-practices, such as Prince2
  • Knowledge of Cambridge Assessment English’s products, customer base and business operating model


Who we are


Cambridge Assessment English is a part of Cambridge Assessment, a department of the University of Cambridge. We are the global leader in English language assessment. We help people learn English and prove their skills to the world. We provide exams in English for speakers of other languages taken by over 5 million candidates worldwide each year, as well as the leading range of qualifications for language teachers.




In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:


  • Generous contributory pension
  • 28 days annual leave, plus bank holidays 
  • Annual performance related bonus and increases (discretionary) 
  • Enhanced maternity/paternity pay and childcare voucher scheme 
  • Childcare vouchers
  • Employee discount and cash back scheme at 2,500 retailers 
  • Cycle scheme 
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.


Please include a cover letter in your application to demonstrate your suitability for the role, applications will not be considered without one. 


We know that diversity of thinking, backgrounds and approaches leads to innovation and creates an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 24/06/2018  and interviews will be held on 03/07/2018.

In this spirit of transparency, if you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.

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