Service Delivery Manager

Location: Leeds, United Kingdom

The Role

Crisp is a social media safety and crisis monitoring firm, and our technology is used by some of the world’s largest, best known brand and social platforms, to provide fast detection of critical issues and crises. We help companies by spotting fake news and rumours being spread about brands on social media, which can damage sales and impact share price.

We also protect users of social media from harmful and unwanted user generated content, utilising hundreds of analysts and teams operating 24/7 and in over 50 languages.


A successful candidate will be required to be customer facing, supporting early elements of new customer engagement, through onboarding with the majority of their time spent focused on the day to day management of our various clients. They will work with internal and external stakeholders, from Crisp for Platforms Executive/ Sponsor level through, business operations and engineering to ensure that we continue to provide the very highest levels of service and quality to our global customer set.

In your role you will work alongside Product Management, Head of Engineering, Head of Digital Delivery, utilising your skills and experience to ensure that new services are transitioned cleanly to day to day operations and that all integration and associated change activities are conducted across your immediate team to ensure that new clients and services are integrated into the team.

This role is based in our Leeds office however there will be occasional travel to support client engagements and emerging client needs

Requirements

As our Service Delivery Manager, you will have accountability for the day to day running of all of our customer facing Crisp for Platform services.

This includes:

  • Online Harms identification services
  • Proactive and Reactive Intel/ Information Service
  • Client Service Calibration and Tuning
  • Any associated quality and performance management.

A successful candidate will be required to be customer facing, supporting early elements of new customer engagement, through onboarding with the majority of their time spent focused on the day to day management of our various clients. They will work with internal and external stakeholders, from Crisp for Platforms Executive/ Sponsor level through, business operations and engineering to ensure that we continue to provide the very highest levels of service and quality to our global customer set.

In your role you will work alongside Product Management, Head of Engineering, Head of Digital Delivery, utilising your skills and experience to ensure that new services are transitioned cleanly to day to day operations and that all integration and associated change activities are conducted across your immediate team to ensure that new clients and services are integrated into the team.

In the role of Crisp for Platforms Service Delivery Manager you will be responsible for:


World Leading Operations

  • Day to Day running of Operations
  • Where necessary updating or extending the current business operating model to enable new customers, services, teams or wider internal changes
  • Ensuring that all client commitments are exceeded from a commercial, performance and quality stand-point
  • Provide QA on a range of client submitted information and intelligence products
  • Represent the organisation with established and new customers - typical 2-3 times per week
  • Actively manage customer escalations and associated change activities
  • Conduct Customer Service Assurance and Audit

Confident Product RoadMap/ Engineering

  • Contribute to the development of the future product roadmap - facilitate access to product users and where necessary support the develop of features and the trading of requirements.
  • Ensure that all reporting requirements are being met by the immediate operations teams

Excellent Team Management

  • The overall people management of the team, defining and conducting performance reviews
  • Support and enable career development


Contribute Insight from Operations to the Sales Process

  • Support sales in the form of equipping pre-sales with both insights and resources from the various operations teams
  • Provide support to all aspects of the Sales Process
  • Support the team to produce Thought Leadership and other market-ready content

In order to be successful in this role you will need:

  • Proven track record as a Service Delivery Manager or similar role in the delivery of technology, data services or professional services
  • Previous experience in the management of circa £2M+ pa commercial or public sector value contracts
  • Exceptional people management skills
  • Experience of establishing or running information/ data services
  • Ability to Influence at all levels, in a positive and professional manner
  • Ability to credibly engage customers, business sponsors, analysts and engineers alike
  • Structured approach to Service Delivery
  • Strong active risk management approach
  • Experience in defining future team growth and both assessing and closing skills gaps
  • A strong sense of accountability in delivering to commitments
  • Experience of defining or working with Quality Management processes
  • Formal experience as a Service Delivery Manager leading large teams 20+ members
  • Previous experience of working in a data centric or services based organisation
  • Extensive professional services or similar leading Service or Project delivery teams
  • Familiar with formal design and delivery methodologies
  • Experience supporting the delivery of technology led change to internal teams / customers
  • Managing commercial contracts across organisational boundaries
  • Experience of working with both internal and external supply chains (product centres)

Desirable criteria

  • Extensive experience in Professional Services or similar profession
  • Commercial or contract management or delivery - supply chain/ customer facing
  • Developing and deploying Management Information (MI) and associated Exec Reporting
  • Experience with Quality Management practices - design, deploy and monitor
  • International / mixed timezone operating experience (predominantly US).

Benefits

Our rewards are as unique as our culture, and we want to attract the best people and keep hold of them.

Not only will we ensure that your development is key, but you will be joining a fantastic team of like minded people who work together as one team to achieve a shared vision.

We offer an excellent salary and benefits package which include

• 25 days holiday + bank holidays

• Critical Illness

• Life Insurance Cover

• Healthcare Cash Plan.

If this isn’t enough, we are set in some of the best offices in Leeds and have free fruit delivered every Monday, we have a breakfast order each Friday, including ‘beer’ afternoon on Fridays…

About Crisp:

Crisp’s mission is to protect Global Brands, children and social platforms from Social Media risk. At Crisp we believe that everyone should be safe from unwanted User Generated Content online. We are a high growth company that already works with and protects the world’s biggest brands and social platforms.

Crisp comprises hundreds of expert consultants in linguistics, moderation, psychology, data protection, law and regulation supported by world leading proprietary software and empowered by knowledge and expertise to intervene decisively to protect brands from social media risks in minutes, 24/7 across the globe.

Statement:

'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.”