APPLICATION DEVELOPMENT AND OVERSIGHT:

• Manage the entire lifecycle of Zendesk applications, from design and development to deployment and maintenance of the solutions used across the teams.
• Collaborate with cross-functional teams to define requirements, scope, and deliverables for Zendesk applications.
• Ensure adherence to best practices, coding standards, and quality assurance processes.
• Assess the viability of new requests and provide proposals and solutions to the business that meet business requirements, align with IT strategy and maximise reuse opportunities.
• Create and update Technical Documents when necessary.
• Work with business leads to generate dashboards, performance analytics data collectors and reports as needed.
• Foster a collaborative and innovative work environment, encouraging continuous learning and growth.

SKILLS & EXPERIENCE

• Proven experience in application development, preferably with Zendesk or other customer service platforms.
• Knowledge of Zendesk settings, triggers, automations, and integrations
• Experience in designing and implementing solutions within Zendesk is required.
• Ability to manage multiple stakeholder requirements and tightly prioritise based on business need and overall impact.
• Strong leadership and communication skills.
• Experience driving continuous improvement projects and initiative rollouts.
• Analytical and problem solving with strong technical skills
• Strong oral and written communication skills
• Perform problem determination and root cause analysis to give effective resolution to problems in accordance with the priority service levels.
• Knowledge of project management and program management methodologies
• Demonstrate a good knowledge of compliance and security standards.
• Experience in investigating new technologies and providing feedback on system improvements.
• Experience of consulting clients and colleagues concerning the maintenance and performance of software systems with a view to improving service.

As a Zendesk Delivery Manager, you will play a crucial role in developing smart and innovative solutions in Zendesk and will manage and oversee the development, deployment, and maintenance of Zendesk applications, providing support for colleagues and investigating and resolving technical issues as they arise. You are there to guide and direct others when required as a technical subject matter expert. You’ll collaborate with product, customer support, customer success, service delivery functions, stakeholders and end-users to ensure optimal performance, reliability, and security of Zendesk applications.
Administering, maintaining, and improving Zendesk to meet the business requirements, you will be required to provide support, administration and development of the platform alongside assisting colleagues on an individual basis and contributing to projects.
The role requires a significant amount of Zendesk experience and knowledge, both of out of the box functionality with the ability to configure and customise / develop where appropriate.
The role also requires writing documentation for all systems to ensure efficiency during the support process.
Ultimately, you will be the custodian of our Zendesk platform on a day-to-day basis, passionately helping the business to leverage the full capability of the solution to drive improvements in the customer and colleague experience and helping us to work in the most optimal and efficient way possible.
This is a full time, permanent role working 3 days per week in either our Swinton or Birmingham central office.