Customer Care Manager

New

DRAMS SoftwareSoftware

Aberdeen (Hybrid) / UK (Remote)Full-TimeManager

Salary£50,000 - £55,000 per annum depending on skills and experience

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Job Details

5+ years in a senior support or service delivery leadership role within a software or IT services environment.
Relevant tertiary qualification (minimum Diploma level; degree preferred) in IT, Business, or a related field.
Proven experience managing application support teams and customer environments in a hosted or cloud-based setting.
Strong working knowledge of ITSM practices and frameworks (e.g., ITIL).
Experience implementing structured support processes.
Demonstrated ability to plan and manage software releases and communicate technical changes.
Experience working with third-party service providers or infrastructure partners.
Proficiency in support tooling and CRM platforms (e.g., Jira, Salesforce).
Strong analytical skills to use performance data and customer feedback for decision-making.
Strong interpersonal and communication skills for technical and non-technical stakeholders.
Organised, resilient, and structured approach to problem-solving and prioritisation.

Manage the day-to-day performance of the Customer Care team, delivering high-quality application support.
Coordinate application installations, upgrades, and release communications for smooth deployments.
Drive consistency in support through structured incident, problem, and change management processes.
Act as the main liaison with external infrastructure partners to manage hosted services.
Monitor KPIs like response times and customer satisfaction to drive service improvements.
Lead team recruitment, coaching, and career development initiatives.
Collaborate with Product, Development, Sales, and Professional Services teams.
Monitor support costs and contribute to financial forecasting.

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