Customer Experience and Delivery Manager

As a result of continued business growth and customer expansion, we’re seeking a Customer Experience & Delivery Manager to join our Computer Aided Dispatch (CAD) team.

The Customer Experience & Delivery Manager is responsible for overseeing customer support, service delivery, development coordination, and product change management across Cleric’s Emergency service customers.

This role acts as the key bridge between customers, operational manager and software developers to ensure excellent customer experience, timely issue resolution, effective roadmap planning, and successful delivery of product improvements and system updates.

The successful candidate will combine strong customer relationship management with operational organisation, project management, technical understanding, and cross-functional collaboration.

Customer Support & Service Delivery

• Manage the customer helpdesk, including incident classification, investigation, prioritisation, and resolution coordination.
• Manage priority incidents in a timely manner, escalating appropriately where required.
• Respond to customer queries and provide ongoing support and communication.
• Ensure agreed SLAs are consistently met, with incidents responded to and resolved within target timeframes.
• Produce monthly customer service review reports and conduct regular service review meetings with customers.
• Build strong customer relationships and maintain high levels of customer satisfaction.

Customer Solutions & Product Collaboration

• Understand customer business, operational, and clinical challenges to help shape effective software solutions.
• Collaborate with customers to design and scope user-centric, future-proof solutions.
• Act as a liaison between customers and the development team to ensure requirements are clearly understood and achievable.

Development & Change Management

• Review customer development requests and manage them through the agreed quality process.
• Discuss and validate development requests with developers to ensure technical feasibility and alignment with product direction.
• Work with the development team to scope technical requirements and estimate development effort.
• Prepare and present development quotations to customers.
• Chair monthly Change Board meetings to review priorities, planning, and scope.
• Manage the development backlog and product roadmap, including effective monthly time-block planning.
• Chair weekly development meetings covering progress updates, blockers, priorities, and upcoming work.
• Ensure product roadmap updates and change priorities are clearly communicated internally and externally.
• Coordinate roadmap planning in line with agreed timelines and customer expectations.

Testing, Documentation & System Updates

• Coordinate and oversee end-user testing for system developments and fixes.
• Maintain system, feature, and software version documentation.
• Plan and oversee customer system updates, including full system upgrades and truncation events.
• Ensure customers receive all relevant communications and critical update information.
• Maintain and distribute quarterly system change logs to customers.

Operational & Financial Coordination

• Support and oversee the invoicing process alongside Finance.
• Ensure all fulfilled orders and completed development work are invoiced accurately and promptly.

 Clinical Safety & NHS Assurance

• Contribute to maintaining standards aligned with NHS and healthcare technology best practice.
• Support and coordinate clinical safety and NHS assurance activities across the product and customer environments.
• Maintain awareness of NHS compliance, governance, and assurance requirements relevant to the organisation and product delivery.
• Assist in the management and maintenance of clinical safety documentation, risk logs, and supporting assurance evidence.

The ideal candidate will be able to demonstrate the below skills

• Ability to coordinate across technical and non-technical teams.
• Excellent organisational and prioritisation skills.
• Strong written and verbal communication skills.
• Experience managing incidents, SLAs, and customer escalations.
• Ability to understand technical concepts and communicate them clearly to customers.
• Experience working with product roadmaps, development backlogs, or change management processes is desirable.
• Proactive and solutions-focused mindset.
• Comfortable working in a fast-paced environment with competing priorities.
• Strong attention to detail and process management.
• Ability to build trusted relationships with customers and internal teams.
• Commercial awareness and customer-first thinking.

If you think this sounds like the right opportunity for you we’d love to hear from you. Send us your application and tell us a little about yourself and what excites you about the role. (No Agencies Please).