Bango are looking to appoint a Director of Technical Service Management (DTSM), to join the Managed Service & Support (MS&S) team, taking ownership of the existing TSM function, and driving its next phase of evolution. Already an established team, TSM’s build and maintain strong technical relationships with our partners and ensure that we consistently deliver world class support for customers of the Bango platform. As the DTSM you will report directly to the Vice President of Managed Services and Support, operating within the wider COO organization and will work with other leaders across the business to drive the right behaviours, processes and collaboration needed to ensure that Bango excel. The TSM function helps ensure that Bango are seen as a highly valued ‘trusted partner’ by our many high-profile customers.
At Bango our Technical Service Managers (TSMs) are technical ambassadors to our partners, providing a primary service management contact for day-to-day queries and activities, and more scheduled and planned events such as quarterly business reviews to meet the needs of each partner. Depending on the specific needs of an assigned partner, TSMs provide technical support, consulting, advice and guidance on technical matters, change and incident management. They also act as an escalation point during issue management and resolution, and any associated RCA’s (Root Cause Analysis) or follow up actions.
You will lead the team, ensuring they have the skills, knowledge, tools, resources and mindset to consistently perform at the highest standards, and to delight our customer.
You will regularly meet our partners (both in-person and via conference calls) and be comfortable managing a range of customer situations. These can include incident triage and de-escalation, the identification and promotion of success stories across the wider business and delivering and managing the occasional impact and fallout of ‘bad news’. You will be comfortable with ambiguity, understanding that not all information is available immediately, and be able to act as a ‘safe pair of hands’ to guide and oversee any initial periods of uncertainty and the unknown. You will possess a range of varied experience both leading and mentoring problem solving and service delivery teams.
You will collaborate closely with teams across the business, leading and facilitating activities within Bango including (but not limited to), Engineering, Commercial Sales, Technical Sales, Delivery, Product Management and other teams inside the MS&S function (support, InfoSec, SRE). You will use your communication skills to effectively represent our partners’ views internally, being able to help translate that into positive action within Bango. Motivating and securing the support of other teams to assist where required, while being mindful of competing priorities that must be taken taken into consideration.
You will naturally be responsible for (and will relish the opportunity to guide) the personal development and coaching of your team members.
Responsibilities
- Define, monitor, review and report on team strategy, goals and KPIs, supporting the strategic vision and goals of Bango
- Motivate and coach a team of technical professionals, identifying personal growth opportunities inside the team, and developing and supporting PDP (personal development plans) to help individuals grow effectively
- Help to set and monitor team performance KPIs ensuring that goals and focus align with the Bango company strategy
- Support our sales Operation with its Revenue targets by making sure all non-commercial discussion is managed by a TSM
- An ambassador for quality and customer service standards, analysing, and resolving problems, and recommending system improvements across all aspects of our work
- Ensure that we deliver a consistently high quality of service and experience (QoS and QoE), ensuring all our key customers receive world class levels of support
- Build strong strategic working relationships with stakeholders cross functionally and externally, ensuring that the business needs of our customers and Bango are understood and realised.
- Knowing when and how to say NO, having gathered knowledge of both Bango and Partners needs and wants
- Incident and change Management and responsibilities on problem management (lessons learned and customer reporting)
- Be situationally aware of all functional engagement with a bias to action. Be ready to jump in and support your team and be able to see problems on the horizon
- Contribute to (and drive) regular reports which detail Bango performance against customer SLAs.
- Ensure continuous improvement and knowledge sharing within the team
- Identify and realise opportunities for Bango to offer improved services, reduce costs, and increase quality
- Help promote improved cross-functional collaboration across all Bango functions, by closely aligning with other functional leaders to ensure continuous improvement and evaluation
Essentials
- Extensive experience in technical / customer facing management role (Technical Account Management / Professional Services or Service Delivery Management (or equivalent experience))
- Excellent ‘hand on’ technical skills (scripting, log analysis, data manipulation, DB querying) with a love of ‘getting involved’ to work with the team and earn their respect
- Strong leadership, coaching, and conflict resolution skills
- Confidence communicating at all levels of business and adjusting communication style accordingly (Engineers, Account Management, Managers, Executives etc)
- Ability to analyse processes and information, identify problems and trends, and develop effective solutions and strategies
- Excellent oral and written communication skills with both technical and non-technical audience
- Desire, ability, and commitment to providing exceptional service to customers and support team members growth
- Strong influencing and persuasion skills when negotiating and securing outcomes
- High personal integrity, honesty, reliability, and dedication
- Must be able to lead by example with calm, clear thinking, swift action biased decision making while under pressure
- Flexibility, we’re a global organization, some travel will be necessary as will some unsociable hours for calls / incidents etc
Desirables
- Strong understanding of business management, financial, and leadership principles
- Experience on Sales and Account management roles
- Good knowledge of data security and protection
Benefits
- A friendly, informal working environment
- Bendi-time (flexible working hours)
- Bango social events
- Choose your own headphones, keyboard & mouse.
- Generous share option scheme
- Private Medical Insurance
- Health Cash Plan
- 25 days holiday a year increasing to 28 days with 4 years’ service.
- Cycle to work, gym discount.
- Weekly Pilates and Yoga classes,
- Financial support for employee activity groups and charitable activities
- Free fruit, drinks and snacks, limitless tea, coffee, and good quality espressos
- Company branded hoodie… to keep you happy and comfortable.
- Group personal pension scheme
- Life assurance
- Employee Assistance Program
- 1Password
- Income Protection
- Personalised and Bango Branded Chilly’s bottle and coffee cup
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