Edm Support Manager

Kainos Group PLC

2 Locations
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Commercial it support management experience
Itil principles and incident management
Client relationship and sla delivery
** Kainos Group PLC is seeking an EDM Support Manager to oversee the delivery of support for their EDM product. The role involves managing daily support operations, enhancing customer satisfaction, and collaborating with various teams while ensuring adherence to service level agreements (SLAs). **

Job Summary

  • The role involves overseeing the day-to-day delivery of support for the Kainos EDM product while managing people, processes, and customer interactions.
  • You will act as a key contact to ensure client issues are addressed effectively and that processes and quality standards are consistently applied.
  • Kainos fosters a people-first culture where ideas are valued, growth is supported, and contributions make a real difference.

Matching Summary

Match Score: 75

** Kainos Group PLC is seeking an EDM Support Manager to oversee the delivery of support for their EDM product. The role involves managing daily support operations, enhancing customer satisfaction, and collaborating with various teams while ensuring adherence to service level agreements (SLAs). **

Skills & Requirements

Must-have

  • Commercial IT support management experience
  • ITIL principles and incident management
  • Client relationship and SLA delivery
  • Team leadership and capacity planning
  • Technical product environment experience

Nice-to-have

  • Workday ecosystem experience
  • JIRA Service Desk or ServiceNow familiarity
  • ISO compliance knowledge
  • Customer value plan contribution
  • High-performing support culture building

Key Requirements

  • Strong commercial IT support management background
  • Proven ability to manage incidents and changes per ITIL
  • Experience delivering against support SLAs with clients

Work Rights

Not specified

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