Support Operations Manager
Location: Hybrid, Manchester, UK
Employment Type: Full-Time
Summary
We are seeking a dynamic Support Operations Manager to join our Global Customer Support and Remote Consulting (CSRC) team. As an integral part of the team, you will take ownership of the daily incident management process, ensuring strict adherence to SLA requirements. Your role will involve identifying patterns in customer demand, analyzing incident trends, and consolidating customer feedback to drive overall success.
This position requires strong coordination with cross-functional teams to resolve issues effectively and recommend or implement process improvements. The ideal candidate will be adaptable, quick to learn new technologies and procedures, and demonstrate excellent multitasking skills. Ultimately, success in this role depends on maintaining a judicious approach to managing incidents and ensuring seamless daily operations
The position is a Hybrid position and current expectations are 1 day a week (Thursday) in our Manchester office (M2 3NN)
Primary Duties and Responsibilities
• Engage in the incident management process and team members involved in resolving the cases to reduce customer escalations.
• Ensure that the daily ticket flow is optimized, and cases are addressed in a timely manner.
• Work with CSRC leaders to assist with prioritizing incidents according to their urgency and influence on the business.
• Identify weaknesses and gaps in CSRC workflows around cases intake and closers and collaborate with team to update policies to improve company incident function.
• Collaborate with other teams for escalation of incidents.
• Communicate with cross team management if major issues are found.
• Responsible for issue tracking when escalations are identified.
• Support Sr. Manager of Support Operations in negotiating solutions or compromises to ensure customer satisfaction. Prepare detailed reports on escalated issues, outcomes and resolution times for senior management.
• Participate in root cause analysis exercises to prevent future escalations and improve processes.
• Support Sr. Manager of Support Operations on major incidents (MIMs) impacting CSRC.
• Coordinate and lead monthly Customer Roundtable meeting with OneStream leads.
Required Education and Experience
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional experience.
• 3+ years experience in IT Service Management (ITSM) or similar position.
• Experience with managing customer escalations and driving process improvements.
• Strong understanding of IT Service Management (ITSM) frameworks, e.g. ITIL.
• Hands-on experience with ITSM tools / ticketing systems. e.g. ServiceNow.
Preferred Education and Experience
• MSc/MA in Computer Science, Engineering, or relevant field.
• ITIL v4 Foundation Certification.
• Hands-on experience with ServiceNow ITSM tool / ticketing system.
Knowledge, Skills, and Abilities
• Organized.
• Independent thinker, uses good judgment.
• Strong problem solving, analytical, and time management skills.
• Strong reasoning skills.
• Self-motivated, self-starter.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Ability to make decisions quickly in best interest of the department.
• Ability to multitask a variety of projects.
• Prioritization skills.
• Comfortable communicating with all levels of management.
• Excellent managerial skills and ability to collaborate with team members.
• Affinity for customer service.
• Excellent written, verbal, and interpersonal skills.
Travel
• Travel Requirement: Regular travel is not expected for this position.
Who We Are
OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.
Why Join The OneStream Team
• Transparency around corporate structure, salary, and benefits
• Core value of customer success
• Variety of project work (not industry-specific)
• Strong culture and camaraderie
• Multiple training opportunities
All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
OneStream is an Equal Opportunity Employer.
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