Service Design Architect - FTC

at  Arbor Education

ABOUT US

At Arbor, we’re on a mission to transform the way schools work for the better.
You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.
We passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job.
We’re building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector.
Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.

ARBOR EDUCATION IS AN EQUAL OPPORTUNITIES ORGANISATION

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.

ABOUT THE ROLE

The Customer Operations team focus is to help the MIS division scale whilst maintaining an outstanding customer experience.
You will be the key representative of the Customer Team in all major enterprise bids and with the customer in the delivery phase. You will operate across pre-sales and post-sales to input into service design. This is a customer-facing role in which you will be able to describe key customer lifecycle processes in detail either face-to-face or in writing, selling the benefits of our best practice processes.

This role is responsible for translating bids and company requirements e.g. company acquisitions, and bringing these into a scalable service design with the Customer Department and gaining sign-off from key internal stakeholders and any suppliers who underpin our service offer. The scope of the service offer includes:

• Support ( Service Desk)
• Support 2nd line ( ITIL processes)
• Training and professional service
• Customer Success including onboarding and account management
• Customer operations - continue to develop, implement and maintain service design and transition processes
• Variation to our Service Charter to negotiate upon

CORE RESPONSIBILITIES

• Reviewing large enterprise bid requirements and assessing operational readiness to deliver against requirements.
• Creation of the overall service design in the bid, including the customer onboarding plan, support structure and ongoing customer relationship design. Sign off from senior leaders within the Customer Team.
• Creation of standardised bid materials to be used in tenders relating to our service offer.
• Joining customer-facing bid calls to check requirements and articulate our service offering.
• Work with 3rd party software and service providers as appropriate to input into our service design.
• Input to bid pricing based on overall service design.
• Negotiate SLAs on behalf of the Chief of Customer Success
• Ensure efficient mobilisation of new contracts and services in line with the proposed offerings
• Identify, as part of service design, the skills, capabilities and functional requirements within the customer team to deliver service quality
• Work with the Customer Operations team to continue to develop, implement and maintain service design and transition processes (using continuous improvement)
• Provide presentation material of service solutions for sign-off from key stakeholders

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!
• 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas
• Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay
• 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!
• Access to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme)
• All of our roles champion flexible working and we are happy to discuss what this means to you!
• Social committees that plan team, office and company wide events to bring people together and celebrate success
• Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)
• Volunteer with a charity of your choice for a day each year
• Dog friendly offices