Support Manager

Permanent / Full Time

Location: London but require occasional travel to our Winchester office to encourage face to face management

Hybrid: 3-4 days per week in office

LCP is a leading independent consultancy that uses powerful analytics fused with human expertise to shape a more positive future. We provide market-leading capabilities across pensions and financial services, energy, health, and analytics. Our technology and analytics capabilities are fundamental to what we do, helping us power the possibilities that provide solutions for tomorrow. We strive to help our clients leverage the latest technology and analytics across a range of industries to stay at the forefront of data-driven and digital solutions.

We are embarking on a new phase of transformation to strengthen our digital capability and to help drive continued growth. This is an exciting opportunity to be part of a respected organisation to help build our future success.

What's the role?

The Support Manager will play a critical role in achieving LCP’s ambition to be an AI-enabled and data-driven organisation. You'll be responsible for managing a team of seven staff across our London and Winchester offices, and you'll ensure the delivery of exceptional support services, optimising operations through effective team management, and the implementation of innovative service delivery strategies.

You will work closely with the Head of Service and Automation to enhance the support function, focusing on efficiency, service quality, and the continuous development of team capabilities and innovations, in a growing international environment. You will be hands on, with an insatiable desire to weed out unnecessary overheads, identify and resolve root cause issues, through the relentless pursuit of customer satisfaction.

Key Responsibilities

• Leading and manage the support team across two offices (with the potential for more), fostering a culture of excellence, collaboration, and continuous improvement
• Implementing and refine support capabilities, focusing on enhancing efficiency and customer satisfaction through automation and process optimization
• Monitoring and analyse performance metrics, leveraging data to drive decision-making and identify areas for improvement and innovation
• Collaborating with the Head of Service and Automation to identify and implement automation opportunities that drive efficient service delivery and self-service
• Ensuring the provision of high-quality support services, managing service level agreements (SLAs) to meet or exceed expectations
• Acting as a point of escalation for complex issues, providing expert guidance and support to resolve challenges efficiently
• Driving the professional development of team members, identifying training needs and opportunities for growth to build a highly skilled and motivated team
• Fostering strong relationships with internal stakeholders and third-party vendors, ensuring alignment and collaboration towards shared goals
• Reporting on key service metrics and insights, demonstrating the impact and value of the support function to the wider organisation

What skills and experience are we looking for?

• Proven experience in managing support teams, ideally within a technology-focused, demanding, and dynamic commercial environment
• Experience of running support functions that service organisations with a growing international presence, that spans multiple time zones and jurisdictions
• Demonstrated ability to implement effective support processes, with a focus on developing self-service capabilities and automation
• Strong leadership and team development skills, with a track record of building cohesive, high-performing support teams
• Excellent analytical and problem-solving abilities, with experience in using data to inform decision-making and improve service delivery
• Knowledge of ITIL and other relevant service management frameworks, with a practical understanding of how to apply them for optimal results
• Exceptional communication and interpersonal skills, capable of building strong relationships across all levels of the organisation
• Agile and adaptive, able to navigate changing priorities and challenges with a solution-focused approach
• Experience leading multi-location teams and projects, demonstrating effective remote and in-person management skills (note the role will be based in our London office, but require occasional travel to our Winchester office to encourage face to face management)

What’s in it for you?

Take a look at our and Career stories pages to see why our people love being here! As well as joining a multi-award winning, fun, collaborative, people first organisation where your personal and professional skills will be developed to make you the best you can be, we offer an attractive benefits package designed to promote your overall wellbeing so that you are able to perform to your full potential both in and out of work. Currently our core benefits package includes:

For you:

• Professional study support (where applicable)
• Access to our internal Wellbeing, LGBTQ+, Multicultural and Women’s networks

For your family:

• Life assurance
• Income protection
• Enhanced maternity/paternity/adoption and shared parental leave

For your health:

• 26 days annual leave (pro-rata for part-time working) plus bank holidays (most of which can be taken flexibly!) with options to buy &sell holiday
• Private medical insurance
• Discounted gym memberships, critical illness and dental insurance through our flexible benefits
• Eye care vouchers
• Cycle to work scheme
• Digital GP services

For your wealth:

• Competitive pension scheme
• Discretionary bonus scheme
• High street discounts
• Season ticket loans

For others:

• Volunteering opportunities

For the environment:

• Electric vehicle salary sacrifice scheme (qualifying period applies)

And much more!

We continuously strive to build an inclusive workplace where all forms of diversity are valued, including age, background, disability, gender, gender identity, gender expression, race, religion or sexual orientation.

LCP is committed to making our opportunities accessible to all and would welcome you getting in touch to let us know if an adjustment can be made to help with your application. This may be extra time for assessments, pre-interview site visits, interview structure or questions, or asking us about building accessibility. Whatever it may be, please get in touch via our dedicated email address - to discuss how we can support you with your application.

LCP currently holds a sponsorship licence to provide skilled worker visa's, and is able to support applications where the role applied for matches the requirements of skilled worker sponsorship as set out by the UK Government. If you will require a skilled worker visa sponsorship, we encourage you to check the sponsorship criteria for the role you wish to apply for before doing so.