Zendesk Delivery Manager

• 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.

• Monitor and optimise Zendesk application performance, identifying bottlenecks and implementing improvements.
• Conduct regular risk assessments and implement measures to safeguard data and systems.
• Resolve complex problems or transactions, where expertise is required.
• Prioritise and manage Zendesk support incidents and change tickets ensuring that change requests are managed in line with the Zendesk blueprint.

• Attend meetings to discuss evolving environment and technological advances surrounding the current information technology landscape.
• Regularly audit the Zendesk platform for efficiency and effectiveness.
• Lead projects to enhance or expand the Zendesk setup based on audit findings.
• Identify opportunities to improve the application / streamline development activities wherever required and promote / drive innovation in technologies, processes, and tools.
• Support the roll-out of new applications.
• Support the communication and delivery of requirements with relevant stakeholders in order to develop and influence solution direction as appropriate.
• Work continuously on a task until completion (or referral to third parties, if appropriate)
• Work with third party companies to make sure that a give project/task is completed to the highest standard, and within company policies.
• Test and evaluate new technology and applications.
• Support the roll-out of new applications.

• 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.

• Technically minded with an excellent understanding of delivering a great customer experience through the use of technology to underpin the services delivered.
• Good knowledge of the core concepts of Zendesk to include its core functions and customisation capabilities.
• Able to work under pressure and demonstrate initiative, enthusiasm, and a rapid learning capability.
• Supporting the business, the post holder must be able to work independently, balancing day to day support issues and supporting projects/initiatives, often working on more than one project/initiative at a time and be able to absorb new information quickly.
• Excellent listening and questioning skills combined with the ability to interact confidently with the Zendesk customers (colleagues) to establish what the problem is and explain the solution.
• The ability to think logically and work well under pressure.

• A career packed with opportunity, in a stable and growing company.
• A comprehensive programme of learning and development.
• Competitive base salary.
• 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well!
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension with up to 8.5% employer contributions.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

Zellis