Description
About GBG
Enabling safe and rewarding digital lives for genuine people, everywhere.We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.
The Team
The team is responsible for providing GBG’s customers with technical support with our products as well as providing Service Management. With an average Net Promoter Score of 74 awarded by our customers, the Customer Support Team takes pride in supporting GBG’s Vision through the provision of excellent customer service
The Role
Reporting to the Head of Customer Support - APAC, the APAC Service Manager is responsible for managing the service lifecycle of our products in APAC using modern Service Management practices and in a fast-paced delivery environment. Working closely with the rest of Customer Support – APAC, Service Management team members in other regions, the wider Technology and Operations team as well as the wider business including Sales and Professional Services, you will lead the Service Management aspects of our APAC product offerings. Always seeking to improve and deliver service excellence for our external and internal customers.
What you will do
- Deliver Service Management across supported products including Incident, Change, Problem, Event management.
- Work closely with the wider Technology and Operations team as well as the APAC business unit to support product roadmap delivery and operations from a service perspective.
- Support delivery of Global Service and Operations roadmap items.
- Build strong working relationships with internal and external stakeholders including customers.
- Manage suppliers effectively leading on all Service Management aspects to ensure an excellent service for our customers.
- Develop and maintain metrics and insights to track performance, analyse trends, recurring issues, SLA achievement and uptime data of products and its suppliers to drive improvements.
- Lead on the transition of products in and out of service.
- Manage disaster recovery plans and execution for APAC.
- Drive stability and continuous improvement to enhance the customer experience whilst collaborating effectively with other team members.
- Ensure smooth delivery product enhancements, bugs fixes and changes, representing the customer priority within decisions.
- Analyse and respond to trends or changes in SLA to customers or from suppliers.
- Owns communication to customers on service-related matters e.g. changes, maintenance or incidents, in collaboration with the wider Customer Support APAC team.
- Manage high priority incidents to minimise time to resolve as well as owning incident retrospectives and ensuring the lessons learnt are implemented.
- Implement and manage the Change Enablement process in line with GBG Standards.
- Provide 24 x7 support rota for major or high priority incident management.
What we look for
- Extensive Service Management experience and good knowledge of ITIL v4.
- Customer centricity.
- Proven ability to work well within a team and support others.
- Continually development of skills, competences, and knowledge to support personal development.
- Strong ability to build and maintain positive relationships within team members across the organisation and wider stakeholders.
- Ability to explain complex concepts to both technical and non-technical audiences.
- Excellent communication skills when communicating internally and externally.
- Highly organised and able to manage time effectively.
- Ability to influences and challenge appropriately.
- Strong attention to detail, initiating and completing priorities, to high a standard and within required timescales.
- Exposure to SRE practices.
- Experience in: Service Desk Tooling (JIRA), BI tools (Splunk, PowerBI), API connectivity and MS Power Automate (desirable)
To find out more
As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to behired@gbgplc.com and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.
