Head of Service Delivery - Maternity Cover

  • 19 Oct 2020

Description:

Energy -  it is required everywhere, from building things, transporting them or just to read a book at night. Trayport’s suite of products makes it frictionless for large producers and consumers of energy to trade with each other regardless of country borders. It is through our platforms that about 70-80% of all European utilities trades take place. We are a small company that makes a big impact on the world.

TEAM: TECHNICAL CLIENT MANAGEMENT & SUPPORT
Owns the technical relationship with Trayport’s clients; be responsive and proactive to client demands and empower our clients to succeed. 
Contributes to Trayport projects to ensure we are optimizing usability for the client, and supportability for the business. TCMS sits at the nexus of our clients, technology, product management and sales.
Plans deployments based on requirements, timescales and priorities defined by the client.
Delivers on-site client training in the UK and Europe.
Assists Client Relationship Management in upselling trading solutions to prospects and clients.
Assists Sales with technical pre-sales analysis.
Manages critical and serious incidents minimising the impact on clients, and keeping internal stakeholders informed of progress.
 
THE ROLE
Managing a team of Technical Consultant Team Leads and Technical Consultants to provide top class, responsive support to our Trading and Venues clients.
Driving the progress of Technical Client Management as a source of excellence, be that supporting clients and
contributing to the design and delivery of our services to improve client support experience.  

Producing and improving reporting of incident, service level and KPI’s and ensuring Trayport SaaS SLA’s are met for all clients. 
Ensure TCMS are working alongside the project management office and product management teams to measure and record and report upon the benefits realisation of strategic business initiatives. 
Ensuring the team is delivering value internally and to clients by ensuring Trayport’s products and services are aligned with the client’s needs.
Driving process aligned with the ITIL Framework while at the same time being commercially minded. 
Planning deployments based on client requirements, timescales and priorities.
Setting and managing expectations with both clients and internal teams and identifying areas to improve client service. 
Identify operational and business risks, ensuring these are tracked in the appropriate risk register and remedial actions are taken. 

Skills and Experience


A track record of building and leading a high performance team.
A relentless appetite to raise standards both within the team and the wider business.
Experience within a technology firm supporting and delivering a diverse portfolio of business critical services to a broad spectrum of financial end users via SaaS.
The ability to operate effectively in an environment where solutions are not always fully formed when they arrive within your area of responsibility.
The desire to own and drive the evolution of a critical team within a successful business. 
Experience in Customer Service and Operations.
Understanding of the SaaS delivery model, its benefits and challenges.
Understanding of trading technology.
 
 

Qualifications:

of Service De