Service and Support Manager

Service and Support Manager

About Inrupt

Inrupt is building information systems to drive the next era of the web, inspired by the original vision of web inventor Sir Tim Berners-Lee.

Sir Tim co-founded Inrupt to spark an ecosystem of data sharing and collaboration around Solid, the open source web platform he developed through years of research at MIT. Now Inrupt is driving Solid forward with world-class talent, including world renowned cyber security expert Bruce Schneier, scalable data platforms, strategic partnerships, customers in diverse industries, governments and an exceptional group of committed investors.

Inrupt’s technology helps individuals and society be back in control of data for good, gives organizations new opportunities to create value for customers, and allows innovators to thrive in an open marketplace for development. Our products are aimed at an enterprise and government audience, and our vision is to power innovation on the web for the benefit of everyone.

The Role

As the Service and Support Manager at Inrupt you will be on the frontlines of supporting our Enterprise customers with their own deployments and managed services of Inrupt’s software. You will be comfortable building a discipline from the ground up, establishing all of the necessary technical services processes and infrastructure, and interacting with technical stakeholders at our clients and partners.

  • Build high level customer relationships to establish trust, credibility and enable future value creation 
  • Advise customers on architectures, patterns, and strategies for making the best use of Inrupt technology
  • Act as a liaison, collecting feedback from the field to relay back to the Product Management team
  • Collaborate with internal subject matter experts to diagnose issues and devise solutions.
  • Streamline service processes to ensure that support teams have the tools they need to succeed to provide customers with delightful experience
  • Train Inrupt employees on all customer support processes and procedures
  • Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.
  • Ensure service level agreements (SLAs) and contractual commitments are met
  • Service management reporting
  • Manage service risks and issue

About You
  • You are an excellent communicator who is able to guide and influence senior stakeholders
  • You have worked with at least one of the major cloud platforms and some of their PaaS and CaaS services
  • You have extensive client facing experience
  • Demonstrable experience of working with ITIL 4
  • Experience setting up an ITIL based operation from scratch
  • Experience setting up service management tooling such as Jira Service Management and OpsGenie
  • Ability to lead-by-example with strong diagnostic and troubleshooting skills
  • Ability to understand customer business drivers and use cases
  • Exceptional communication skills – both written and verbal. Ability to match the customer’s style/level of communication and ability to write professionally and document knowledge clearly and concisely
  • Natural organizer, capable of reprioritising workload based on changes to customer requirements and service strategy
  • Highly process orientated, with experience developing new ways of working

  • Flexible working hours
  • Work anniversary gifts
  • Quarterly remote social events and one annual in person event, this year in Spain
  • Enhanced parental leave
  • Professional learning and development books allowance
  • Unlimited holiday + mental health day
  • Annual conference budget
  • Support for charitable days off
  • $800 or local equivalent home set up allowance for new joiners
  • A generous Blue Cross PPO for medical coverage along with Delta for Dental (US Employees)
  • 401 K (US Employees)

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