Jisc is looking for a proactive and experienced Data Analytics Service Manager to join our team. We encourage applications from candidates who meet the role requirements, including those requiring sponsorship.
About the Company
Jisc is the UK’s leading digital, data, and technology agency dedicated to transforming tertiary education, research, and innovation. As a not-for-profit organisation, our mission is to improve lives through education and research by delivering cutting-edge hardware, software, and networking solutions.
At Jisc, our talented team leverages expertise to empower members and customers with the technology they need to succeed and innovate. Joining us means taking a career step where your work directly impacts the future of education and research.
Take the next step in your professional journey and help us drive positive change in the sector.
Position:Data Analytics Service Manager
Salary:Around £35,000 per annum
Job Type:Full Time
Location:UK (Hybrid)
About the Role
About the team:
Data analytics provides data-related products and services to customers. A key part of the Jisc strategy, we innovate to deliver the right data and analytics solutions for our customers’ needs, turning data into insights and increasing data, digital and analytical capability.
The customer success team’s key focus is to ensure our customers use our products and services successfully, that we generate tangible value for students, staff, HE and FE providers, and businesses. We want customers to be at the heart of what we do and ensure they are represented in all aspects of our work.
This is an exciting new role in the customer success team within data analytics.
Our service managers will be principally concerned with the delivery and ongoing support of services, overseeing their operation and delivery and ensuring that they meet quality standards and customer expectations. Including being involved in service design, implementation, and ongoing improvement which require close liaison with the product manager and product owner.
Service managers make decisions related to service level management, incident management, and continual improvement of service delivery. They collaborate with various teams to ensure the effective delivery of services. Managing: capacity and performance, service requests, incidents, problems and change.
Main Duties
- Ensure that service delivery meets agreed service levels, agreeing service levels internally and with customers.
- Diagnose service delivery problems and initiates actions to maintain or improve levels of service.
- Establish and maintain operational methods, procedures and facilities in alignment with customer experience guidelines and reviews them regularly for effectiveness and efficiency.
- Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.
- Ensure that incidents are handled according to agreed procedures. Working with the Technical success manager to seek resolutions, document and keeps customers informed. Analyses causes of incidents and informs product owners/managers in order to minimise probability of recurrence and contribute to service improvement.
- Monitor service delivery performance metrics and liaises with product managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
Qualifications
- Top performer in a customer management/leadership role within a service role in a technical or digital environment.
- Ability to analyse technical information and identify issues and trends.
- Ability to influence at a strategic level.
- Experience of presenting complex information in a professional environment to both colleagues and customers, with the ability to tailor technical updates to non-technical audiences.
- Experience of harnessing customer data to create meaningful insights to support business growth and increase retention and CSAT.
- Experience of process reengineering to drive up customer experience/efficiencies.
We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!
Benefits
- Flexible work pattern, which can adapt to suit your schedules and personal commitments
- 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas plus the opportunity to buy up to an additional 5 days
- Annual Jisc performance award
- A range of wellbeing lifestyle benefits including company paid health care cash plan, employee assistance programme, mental health first aiders and support
- A generous budget to support you with external learning and continuous professional development
- Allocated allowance of up to £250 to equip your home office
- Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
- The opportunity to donate to charity tax-free with our Payroll Giving benefit
- Electric Car Lease Scheme and option to purchase SmartTech – spreading the cost of your everyday white goods and technology
- A wide range of discounts from retailers and big-name high-street stores and CSSC membership
- Family friendly policies including enhanced parental, maternity and paternity leave and opportunity for career breaks
- Support your volunteering with up to 3 days volunteer leave
- Cycle to work scheme and eye care scheme including free eye test vouchers and £70 towards new glasses for VDU use
- Free flu vaccinations
- Employee recognition awards and travel loans
- A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning
- Sponsorship is available
Required Documents
Application Process
We want you to showcase your talent throughout the recruitment process. Please let us know how we can best support you to do that; for example, if there are any reasonable adjustments we may be able to put in place. We will be happy to help you.
Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it. However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls!
If you are currently a Jisc employee, please apply through your Dayforce Employee profile.
Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.
Interested and qualified candidates should kindlyCLICK HEREto learn more and apply
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