Service Manager
KAPPTURE
Date: 3 days ago
City: Derby, England
Contract type: Full time
Company Overview
Kappture is an award-winning technology company, dedicated to crafting innovative, robust hospitality solutions for large-scale events, stadiums, education, and a variety of businesses.
Our mission is to help our clients create unforgettable digital experiences for their customers -whether it’s simplifying transactions at a bustling stadium or enhancing engagement at a live event. We live and breathe in a world where mobile-first, seamless interactions are essential, providing technology that ensures every moment - online or offline - is as smooth as it is secure. With our integrated payment solutions and cutting-edge platforms, we ensure that our clients can deliver experiences that delight, inspire, and connect.
Role Purpose
We are seeking a highly motivated and experienced Service Manager to join our busy and dynamic team. The ideal candidate will be responsible for overseeing service operations across their assigned customers or vertical, ensuring the highest level of customer satisfaction, and driving the success of our EPOS solutions.
The Service Manager is a pivotal role responsible for the seamless operation and client satisfaction of our cutting-edge EPOS solutions. With a focus on Service Operations Management, the role involves overseeing the deployment and maintenance of Kappture solutions, striving to meet and exceed service level agreements, responding to issues and driving trend analysis and improvement across Sales, Service and Product Development.
Cultivating strong customer relationships is paramount, necessitating the ability to address escalated service issues and collaborate with international teams for swift resolutions. Through regular Service Meetings you will establish and understand the client’s unique needs, serve as a dedicated advocate for their success and identify areas for improvement.
This role requires a tenacious and analytic individual with exceptional organisational and communication skills, having or developing a comprehensive understanding of EPOS systems, and a commitment to delivering outstanding service to our existing clients.
Key Responsibilities
At Kappture, we foster a culture of creativity, collaboration, and inclusivity. We value the unique perspectives and contributions each person brings to the table, and we encourage you to dream big, speak up, and make your mark. Your growth is our growth, and we're committed to offering you every opportunity to expand your skills, ignite new ideas, and evolve your career.
We're here to help you succeed- not just in your role, but as a valued member of our team.
Benefits
We provide the essentials like 25 days statutory holiday plus recognised public holidays as well as pension contributions
Reports to
CCO
Function
Operations
Location
Based at our Office in Derby, however frequent travel to client sites will be required both domestically and internationally. The successful candidate will be required to work flexibly across different time zones to meet client needs.
About Us
KAPPTURE is a market-leading private equity-backed B2B technology company. With our roots firmly in the Stadia and sports market, we enhance fan experiences with our always-on technology solutions. We are also valued partners of leading Contract Catering companies and Higher Education establishments, where we drive efficiency and maximise revenue generation for our customers.
Kappture is an award-winning technology company, dedicated to crafting innovative, robust hospitality solutions for large-scale events, stadiums, education, and a variety of businesses.
Our mission is to help our clients create unforgettable digital experiences for their customers -whether it’s simplifying transactions at a bustling stadium or enhancing engagement at a live event. We live and breathe in a world where mobile-first, seamless interactions are essential, providing technology that ensures every moment - online or offline - is as smooth as it is secure. With our integrated payment solutions and cutting-edge platforms, we ensure that our clients can deliver experiences that delight, inspire, and connect.
Role Purpose
We are seeking a highly motivated and experienced Service Manager to join our busy and dynamic team. The ideal candidate will be responsible for overseeing service operations across their assigned customers or vertical, ensuring the highest level of customer satisfaction, and driving the success of our EPOS solutions.
The Service Manager is a pivotal role responsible for the seamless operation and client satisfaction of our cutting-edge EPOS solutions. With a focus on Service Operations Management, the role involves overseeing the deployment and maintenance of Kappture solutions, striving to meet and exceed service level agreements, responding to issues and driving trend analysis and improvement across Sales, Service and Product Development.
Cultivating strong customer relationships is paramount, necessitating the ability to address escalated service issues and collaborate with international teams for swift resolutions. Through regular Service Meetings you will establish and understand the client’s unique needs, serve as a dedicated advocate for their success and identify areas for improvement.
This role requires a tenacious and analytic individual with exceptional organisational and communication skills, having or developing a comprehensive understanding of EPOS systems, and a commitment to delivering outstanding service to our existing clients.
Key Responsibilities
- Oversee the service delivery within the assigned clients, ensuring efficient deployment and maintenance of EPOS systems, and resolving issues – both responsively and via provision of medium to long term service improvement plans. Work alongside an international team of technicians and contractors, providing leadership, guidance, and support to optimise performance and meet service level agreements.
- Develop, maintain, and regularly update a comprehensive service plan for each client, tailored to their specific needs and system requirements, driving and identifying upsell opportunities as they arise, and ensuring that all customer service elements deliver what they say they will, and when they say they will.
- Oversee the post-implementation phase to guarantee the successful adoption and effective operation of Kappture’s systems and realisation of post project benefits.
- Proactively assess client needs, providing solutions and recommendations to enhance their experience and optimise system functionality.
- Efficiently manage and resolve business issues or escalations, ensuring minimal impact on client operations. Identify and resolve legacy and new issues which impact the customer’s perception of Kappture – and hold the business to account for their role in continuous improvement.
- Conduct regular service review meetings with clients to evaluate service quality, gather feedback, and update service plans as needed, ensuring that all QBR meetings have certainty of the level of service, and proof points of ROI. Ensure that updates and feature releases are adopted and measured by customers.
- Build and maintain strong relationships with clients, understanding their business goals and aligning our solutions to support their success. Act as the main point of contact for escalated service issues, working collaboratively with cross-functional teams to resolve challenges promptly.
- Collaborate with internal teams, including technical support, sales, and product development, to meet and exceed client expectations.
- Monitor service delivery performance, implementing strategies to continuously improve service quality. Foster a culture of continuous learning and improvement within our client’s operations.
- Prepare and present regular reports on service performance metrics, highlighting key achievements, challenges, and areas for improvement. Utilise data-driven insights to make informed decisions and optimise service efficiency.
- Demonstrable experience in service management, ideally within the EPOS or a SAAS industry.
- Experience as a senior representative to corporate stakeholders gained from work within a SAAS provider.
- Ideally a basic understanding of EPOS technology and its business applications. Of essence is the ability to quickly assimilate new technology and represent it to end clients.
- Exceptional communication, negotiation, and relationship-building skills. Strong problem-solving abilities and capacity to manage multiple client accounts.
- Strong commitment to customer satisfaction and the ability to build and maintain positive client relationships. Resolve customer issues with empathy and professionalism
- Professional attitude and appearance alongside having strong leadership skills with the ability to inspire and motivate people
- Ability to be resourceful and proactive when issues arise. Implement creative solutions to improve service processes and outcomes.
- Strong written and verbal communication skills.
- A flexible and collaborative attitude towards duties and responsibilities. Flexibility in addressing unexpected challenges and finding timely solutions
- Excellent multi-tasking and time-management skills, with the ability to prioritise tasks.
- Budget management and cost-effectiveness awareness
At Kappture, we foster a culture of creativity, collaboration, and inclusivity. We value the unique perspectives and contributions each person brings to the table, and we encourage you to dream big, speak up, and make your mark. Your growth is our growth, and we're committed to offering you every opportunity to expand your skills, ignite new ideas, and evolve your career.
We're here to help you succeed- not just in your role, but as a valued member of our team.
Benefits
We provide the essentials like 25 days statutory holiday plus recognised public holidays as well as pension contributions
Reports to
CCO
Function
Operations
Location
Based at our Office in Derby, however frequent travel to client sites will be required both domestically and internationally. The successful candidate will be required to work flexibly across different time zones to meet client needs.
About Us
KAPPTURE is a market-leading private equity-backed B2B technology company. With our roots firmly in the Stadia and sports market, we enhance fan experiences with our always-on technology solutions. We are also valued partners of leading Contract Catering companies and Higher Education establishments, where we drive efficiency and maximise revenue generation for our customers.
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