Regional Service Development Manager

[SpecialAgent]

My client provides implementation, training and technical support for a market leading MIS and Learning Platform software for individual schools and Local Authorities. Three teams operate independently and there is a need to ensure that at school and LA level those resource allocations are planned and monitored. The Regional Service Development Manager is imperative to this co-ordination.

The role has four facets;

• Project managing the post implementation and current usage of Mis and Learning platforms with new and existing customers.
• Own the school support agenda in terms of project management, training and facilitating technical support, as appropriate; constantly strive for improvement and innovation.
• Ensuring, through structured user group and Best Practice sessions that current customers are using MIS and the Learning platform to maximum benefit and are happy with the service being provided.
• Establish, inform and maintain best practice processes and services across the support functions.

The Regional Service Development Manager will take an overview of all our existing support for schools and the level of resource that is allocated to schools. They will ensure that the support provided is meeting customer needs and coordinate support service, as appropriate, to provide the best and most efficient support possible, both for our new and existing customers and in line with the growth plans that we have in the business.

To lead and develop the provision of services to school, through the innovative deployment of resources effectively, to optimise customer satisfaction for new and existing customers.

 Create and agree and monitor an implementation plan for all new school customers
 Plan and agree, both internally and with the customer, the deployment of resources to meet the implementation needs of customers.
 Agree a post implementation budget with every new school and manage this budget with the school.
 Provide an interface between the sales process and the operational support for MIS and the Learning Platform.
 Plan and agree resource allocation with the Support & Implementation Managers to ensure that resources are effectively deployed.
 Establish termly user group meetings with sub regional groups of schools (10 – 15) to share best practice, identify training/consultancy needs.
 Develop appropriate systems and processes to ensure that customer needs are continuously reviewed and appropriate resource allocated.
 Through an in depth understanding of product functionality take responsibility for resolving a range of tactical user issues.
 Ensure timely and accurate qualitative and quantitative reporting through to the Services Development Manager.
 Establish mechanisms to ensure that all members of the operational teams are kept aware of the needs of individual schools.
 Undertake any other duties commensurate with the status of the role as directed by the Services Development Manager.

Role reports to Services Development Manager. Close relationships required with:
o Support
o Sales
o Implementation
o Training
o Finance
 Project Management skills.
 Proven planning and organisational skills.
 Excellent interpersonal, customer facing, skills
 Ability to work well under pressure in a demanding environment with conflicting priorities.

Experience needed

 Track record of project/relationship management.
 Experience of setting up processes and systems that have measurably improved performance.
 Knowledge of technical requirements associated with a software solutions business.
 Preferably product expert in all MIS & Learning Platform products used by schools

CV's to me oplease william@specialagent.co.uk

[SpecialAgent]

Whoooops sorry this role is paying between £30-36K negotiable with benefits

[russdev]

Where about is the role based?

Russell

[SpecialAgent]

derbyshire