Position: Service Support Manager
Company: Ciklum
Category: Support
Experience required: 2y
English level: upper
Published: 2023-07-01T00:00:00+03:00

Ciklum is looking for a Service Manager/Business Delivery Lead to join our client team- a TOP-5 company of the sportswear market. Ciklum will build the collaborative sportswear design platform.

We are seeking candidates for the position of Service Manager/Business Delivery Lead at a leading European sportswear manufacturer. This role involves close collaboration with business users, the Tech Team, Product Owners (POs), and the OPS team as part of the Business Delivery team.

**Responsibilities**
- Analyze support tickets related to user education and process questions, and determine necessary action items and training requirements to reduce the number of tickets in the medium term
- Gain approval from respective product owners to conduct the identified trainings
- Plan, communicate, and moderate training sessions with user groups and product owners
- Manage logistics for training sessions
- Prepare status updates for various stakeholders and promote achievements
- Analyze the current business support process, collaborate with tech support, and optimize methods such as knowledge management and documentation

**Requirements**
- Previous experience in user support, training, and education
- Experience in management support and presentation schools - either mentors, or who had experience in training their teams, etc.
- Strong analytical skills to analyze support tickets, identify patterns, and define action items
- Project management skills to plan, prioritize, and handle multiple tasks
- Excellent communication and negotiation skills
- Collaboration and teamwork abilities to work effectively with cross-functional teams
- Adaptability and flexibility to manage changing priorities
- Business acumen to understand the product creation process, tech products, and services (high-level understanding is advantageous)
- Upper Intermediate English and above

**What's in it for you**
- Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
- Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy licence, language courses and company-paid certifications
- Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
- Flexibility: choose how you want to work – a 100% remote or on-site in our offices. Own your schedule – you are the one to decide when to start your working day. 
- Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfil your potential
- Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
- Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events