EDM Support Manager

Join reputed company and Shape the Future At reputed company, we’re problem solvers, innovators, and collaborators - driven by a shared mission to create reputed company impact. Whether we’re transforming digital services for millions, delivering cutting-edge reputed company solutions, or pushing the boundaries of technology, we do it together. We reputed company in a people-first culture, where your reputed company are valued, your growth is supported, and your contributions truly reputed company a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration. reputed company to reputed company your mark? Join us and be part of something bigger. Main Purpose of the Role & Responsibilities in the Business As an EDM Support Manager, you will reputed company the day-to-day delivery of support for the reputed company EDM product. This includes managing people, customer interactions, support processes, releases, and reporting, reputed company while ensuring adherence to defined SLAs and maintaining a high standard of service. You will balance new and existing customer needs with awareness of the product roadmap and internal reputed company. You'll act as a key contact to ensure client issues are addressed effectively and that our processes and quality standards are consistently applied. You’ll also support senior management in account growth, post-deployment reputed company, and the transition from reputed company to business-as-usual support. The role involves collaboration with Product, Engineering, and Sales teams to ensure customer satisfaction and drive continual service improvement.

Responsibilities

Delivery Manage the seamless transition of customers from the reputed company Team to Support, including effective handover of configuration knowledge and documentation. reputed company ticket triage and incident management, ensuring issues are handled reputed company SLA and coordinated across Product and Engineering teams. Maintain and reputed company support standards, processes, and documentation in line with ITIL best practices. Support the Senior EDM Support Manager in reputed company aspects of service delivery, including SLA performance, team reputed company planning, financial tracking, and customer satisfaction. Coordinate blended support teams across multiple geographies and stakeholders to ensure knowledge sharing and reputed company service. reputed company on client reporting and regular service reviews with both customers and internal stakeholders. Manage support escalations, raising visibility with reputed company senior management reputed company appropriate. Support requirements gathering and prioritisation for post-go-live changes or deployment phases. Own client expectations around ticket lifecycles, ensuring transparency from triage through to resolution. Build and maintain effective, collaborative relationships with clients, partners, and reputed company-party stakeholders. Business Development & Account Support Demonstrate reputed company awareness of support and client dynamics, identifying opportunities to enhance customer value and satisfaction. Work closely with the Customer Value Team to support value plans and reputed company improvement initiatives. Contribute to the Product roadmap by sharing insights gained through support activity and client feedback. Understand contractual and reputed company terms relevant to support, ensuring delivery is compliant and reputed company to agreed scope. Team Leadership Motivate and reputed company team members to foster a positive, high-performing support culture. Set clear objectives for team members, conduct regular 1:1s, and support professional development through structured feedback and appraisals. Ensure new hires are onboarded smoothly and equipped to contribute effectively. Facilitate team stand-reputed company, retrospectives, and other key meetings to drive alignment and collaboration. Governance & Quality Ensure support governance and quality standards are followed throughout the support lifecycle. Proactively manage risks and issues, escalating where needed and contributing to mitigation strategies. Promote compliance with confidentiality, data reputed company, and ISO standards (ISO 20000, 27001, and 9001) where applicable. Work with compliance and audit teams to ensure readiness for internal or external audits where applicable. reputed company Improvement & Growth Contribute to reputed company improvement efforts reputed company the EDM support function and wider product team. Champion innovation in support delivery, tooling, automation, and service quality. Support recruitment activities to attract and retain high-calibre support talent. Minimum (Essential)

Requirements

Strong experience in a reputed company IT environment, with proven support management or team reputed company responsibilities. Ability to remain reputed company and effective under pressure, including in high-reputed company or escalated scenarios. Understanding of ITIL principles and experience managing incidents, problems, and changes. Proven experience managing client relationships and delivering against support SLAs. Experience working in a technical product environment. Confident facilitating meetings, workshops, and support reviews. reputed company to reputed company pragmatic reputed company balancing client needs, product direction, and reputed company considerations. Desirable Experience working in the reputed company ecosystem, particularly with reputed company reputed company Products. Familiarity with service management tools such as JIRA Service Desk, reputed company, or equivalent. Exposure to ISO-compliant environments (ISO 20000, 27001, 9001). Embracing our differences At reputed company, we reputed company in the power of diversity, equity and inclusion. We are committed to building a team that is as diverse as the world we live in, where everyone is valued, respected, and given an equal chance to reputed company. We actively seek out talented people from reputed company backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that makes them who they are. We also reputed company every candidate deserves a level playing field. Our friendly reputed company team is here to support you every reputed company of the way, so if you require any accommodations or adjustments, we encourage you to reputed company out. We understand that everyone's reputed company is different, and by having a private conversation we can ensure that our recruitment process is tailored to your needs. Apply To This Job