Case Manager managing care for individuals with complex needs at Vynca. Join a community dedicated to transforming care for those we serve and making a profound difference.
Responsibilities
- Champion the customer within the organisation to deliver measurable business outcomes — efficiency, risk reduction, and cost optimisation.
- Own the customer success plan, making renewals a celebration of achieved value, not a negotiation.
- Build strong stakeholder relationships by understanding their industry, strategy, and operating model.
- Translate technical services into business value, aligning delivery with customer goals.
- Identify and mitigate churn risks early to drive retention and loyalty.
- Lead end-to-end service delivery across support, workplace, security, networking, and projects.
- Orchestrate Continuous Service Improvement Plans (CSIPs) to enhance performance and satisfaction.
- Conduct structured service reviews with ROI insights and adoption metrics.
- Ensure SLAs and KPIs are achieved, implementing corrective actions where needed.
- Facilitate regular governance and value reviews to demonstrate ROI and uncover opportunities.
- Collaborate across technical and customer teams to ensure seamless communication and outcomes.
- Convert service performance into impactful business value stories.
- Partner with Account Managers to identify upsell and cross-sell opportunities.
- Deliver ROI frameworks, maturity assessments, and benchmarking to evidence ongoing value.
- Ensure services meet contractual, governance, and compliance obligations.
- Proactively Address risks and issues with clear mitigation plans.
- Maintain awareness of evolving security and regulatory trends.
- Showcase innovation and best practices through collaboration with technical teams.
- Drive user adoption, satisfaction, and productivity through improvement initiatives.
Requirements
- Proven experience in IT Service Delivery within a managed services environment.
- Strong understanding of multiple IT domains: support services, modern workplace, networking, security, and project delivery.
- Ability to blend operational excellence with commercial and strategic awareness
- Demonstrated ability to build trusted relationships with business and technical stakeholders.
- Strong analytical and problem-solving skills with a continuous improvement mindset.
- Excellent communication, facilitation, and presentation skills.
- Experience in delivering value frameworks (e.g. business efficiency, IT maturity assessments, or ROI models).
- Familiar with ITIL practices, customer health tracking, and value frameworks.
Benefits
- 🌴 **Generous Time Off:** Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.**📚 **Continuous Learning:** Participate in regular lunch and learn sessions with both internal and external speakers.**🌟 **Personal Development:** Take advantage of 5 paid days annually to pursue new skills or knowledge.**🤝 **Volunteer Opportunities:** Contribute to your community with 2 paid volunteer days each year.**🎉 **Team Spirit:** Join a friendly team and engage in various social events organised throughout the year.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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