Zendesk Delivery Manager
Posted 5 days ago by Hays Technology
£575 Per day
Inside
Hybrid
Nationwide
Summary: The Zendesk Delivery Manager role involves supporting the Zendesk requirements for a large Government Body, focusing on streamlining ticketing processes and improving service delivery. The position requires collaboration with stakeholders to manage daily queries and reduce backlog effectively. This hybrid role demands a digitally skilled individual with experience in Zendesk and delivery management. The aim is to enhance the efficiency of the ticketing system while ensuring a smooth onboarding process for users.
Key Responsibilities:
- Support Content person and technical team in helping train/onboard admin users
- Develop strategic adoption of all products/services
- Action intranet content enquiries/changes from users via Zendesk ticket tool
- Support the design of a new process to handle tickets centrally
Key Skills:
- Experience with Zendesk
- Strong delivery management skills
- Ability to streamline processes and improve service delivery
- Digital skills with a T-shaped expertise
- Collaborative working style
Salary (Rate): £575/day
City: undetermined
Country: undetermined
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: Other
Your new company One of the largest Government Bodies managing trade, business growth and opportunities
Your new role Zendesk Delivery Manager - Inside IR35
What you'll need to succeed My client is looking for a Delivery Manager to support the Zendesk requirements, triaging and designing a more efficient process to support Zendesk ticketing from the intranet as well as enabling pilots for this work to happen centrally with the newly set-up Live Services.
You will streamline the triaging process, hold stand-ups with the stakeholders involved and help to complete tickets and make fixes where possible. Daily queries sit at around 20 new queries per day, while the overall backlog sits at around 60 queries - with the aim of bringing the backlog to 0 tickets and a steady improvement on the SLA for new tickets received.
This is a digital role that requires a digitally skilled t-shaped person. A T-shaped person is someone who has deep skills in one area plus shallower skills in others, and the ability to work collaboratively in those areas.
Responsibilities at a glance:
- Support Content person and technical team in helping train / onboard admin users
- Develop strategic adoption of all products/services
- Action intranet content enquiries / changes from users, via Zendesk ticket tool
- Support the design of a new process to handle these tickets centrally
This is a hybrid role at 40% in office.
What you'll get in return This is an exciting role for an experienced Delivery Manager with Zendesk experience, to support the client in a critical role which allows a streamlined Zendesk Delivery across the Intranet and wider estate in future
What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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