Dispensing Optician Manager at Specsavers in Walsall working with a team to ensure excellent patient experiences. Overseeing enhanced optical services and delivering customer care excellence.
About the role
- Senior Manager leading Fingermark’s Support and Implementation teams for global customers. Empowering teams and transforming service delivery in a high-growth tech environment.
Responsibilities
- Lead and empower Fingermark’s Support and Implementation teams, ensuring projects are delivered on time, within scope, and within budget.
- Drive service excellence by strengthening customer service desk systems, tools, and standards that support our expanding global footprint.
- Transform and scale the support model to ensure it’s robust, future-ready, and capable of meeting the needs of large enterprise clients across multiple time zones.
- Lead major incident management activity including team rostering, escalation processes, communication, and post-incident reporting, maintaining the reliability and responsiveness our customers depend on.
- Collaborate closely with contracted partners and account managers to deliver high-quality implementations and client support.
- Provide leadership through complexity and ensure every interaction reflects Fingermark’s commitment to excellence.
Requirements
- Proven experience leading support and implementation or field services functions within a complex tech or SaaS business (global experience a bonus)
- Strong operational leadership and stakeholder management skills
- A track record of transforming service delivery models and driving measurable improvement
- Experience leading incident management and escalation processes
- A customer-first mindset and the ability to build trust and deliver results
- Excellent communication and project management skills
- Previous experience within the QSR sector would be an advantage
Benefits
- Competitive salary and private health insurance
- Extra paid day off for your birthday
- Flexible sick leave policies
- Two weeks of additional paid parental leave
- Ongoing professional development and career growth opportunities
- A supportive, dynamic environment that values balance and wellbeing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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