Zutec is a fast-growing technology company, providing cloud-based software for the construction property industry. Zutec’ offers best of breed solutions for Document Management, Quality Management, Handover Management and Asset Management. Today we have digitised over 35 million building documents, 1.5m+ building units, powering £250bn in building assets across the UK and Ireland. Our user-friendly and secure cloud-based software and mobile solutions save asset owners, contractors, housebuilders and developers time and money while meeting compliance throughout the building lifecycle.
We are a global company with offices in London & Dublin. It is an exciting time to join Zutec as we are progressively growing our team, providing opportunities for further career development and advancement for high achievers.

The Handover Success/Support Team Manager is responsible for managing a team dedicated to the successful delivery of digital handover documentation for construction projects in a SaaS business environment. This role involves leading a team of 5 to 10 professionals, ensuring that all projects are completed on time, within scope, and to the highest quality standards. The manager plays a pivotal role in client communication, team development, and process improvement, contributing to both the success of individual projects and the overall growth of the company.

The Handover Success/Support Team Manager is responsible for the allocation and management of resources for project delivery and project management, as well as control of orders for our supply chain related to technical authoring and printing services.

The Handover Success/Support Team Manager reports to the Head of Handover Customer Operations. 

Key Responsibilities:

1.       Team Leadership & Management:

• Lead, manage, and develop a team of Handover Success Managers, Technical Handover Success Managers, Handover Support Leads, Handover Support Administrators, Handover Onboarding Specialists and all associated senior roles.
• Set and monitor individual performance targets, ensuring team members meet or exceed their goals.
• Oversee the team’s workload and quality of work, ensuring timely and accurate project delivery.
• Oversee tasks utilisation and control this does not exceed 90% per team member. Task Utilisation is reviewed on a weekly basis and feedback is transferred to team members to ensure well-being and performance is always balanced

2. Project Oversight & Delivery:

• Manage the team’s project queues on Jira, addressing any backlogs and ensuring consistent, data-driven decision-making.
• Ensure projects are completed efficiently, identifying challenges, proposing solutions, and maintaining high standards of quality control.
• Handle variation orders for completed projects and manage hosting requests when necessary.
• Work in collaboration with the account management team to control request for extensions where applicable and facilitates any information needed for the AM team to lead any commercial discussions with clients.
• Ensure project RAG are updated and action plans are in place to mitigate the impact of any potential escalations in the team.

3. Client Relationship Management:

• Where applicable, maintain and enhance client relationships, particularly during project initiation and closure, ensuring customer satisfaction and project success.
• Partner with other business functions to drive customer success and support commercial growth.
• Act as the first point of escalation and liaise with each individual team member to resolve escalations where applicable and capture lessons learned.
• Track and monitor escalations resolutions, ensuring SLAs are met as per the internal Zutec Escalations System
• Facilitate mechanisms to capture customer feedback via our C-SATs survey lead by the Account Management Team.

4. Process Improvement & Quality Control:

• Identify and propose changes to processes and systems to improve efficiency and effectiveness in project delivery as well as maintaining high quality standards.
• Ensure adherence to company processes and quality control standards, driving continuous improvement within the team.
• Problem Investigation: Initiate and monitor actions to investigate and resolve problems in systems, processes, and services. Collaborate with the team to implement agreed remedies and preventative measures.
• Service Delivery Analysis: Analyse patterns and trends in service delivery to improve problem management processes and enhance overall project outcomes.

5. Recruitment & Training:

• Collaborate with HR and actively participate in the recruitment, onboarding, and training of new team members.
• Foster a culture of continuous learning and development within the team, ensuring they are equipped to succeed in their roles.

6. Dashboards and Data:

• Dashboards Utilization: Understand, create and edit available dashboards and use them to prepare for meetings/team huddles, and support your team activities/KPIs monitoring.
• Avoid Ad Hoc Reporting: Ensure all reporting is consistent, avoiding offline or ad hoc reports and trackers. Use Jira sheets and dashboards to identify project progress/activity.
• Identify Reporting Issues: Proactively identify challenges in reporting processes and suggest improvements or draft requirements for better data management.
• Able to use the data during decision making discussions, townhalls and 121 discussions with team members.

Requirements

Skills and Competencies:

People Management:

• Strong leadership and team management skills, with experience in developing and supporting team members.
• Ability to manage performance, conduct timely reviews, and set actionable development plans.

Project Management:

• Experience in managing complex, project-based work, preferably in the construction industry.
• Proficient in using project management tools or Jira to monitor progress and drive project completion.

Resource & Supply Chain Management:

• Proven ability to allocate and manage resources effectively for project delivery.
• Experience in managing supply chain orders, particularly in technical authoring and printing services.

Client Service:

• Excellent client relationship management skills, focusing on issue resolution and customer satisfaction.
• Ability to manage client expectations and ensure successful project outcomes.

Data-Driven Decision Making:

• Competence in using data to manage team processes, track performance, and make informed decisions.
• Analytical mindset with a strong focus on quality and continuous improvement.

Communication:

• Clear and effective written and verbal communication skills, with the ability to present data and solutions to clients and senior management.
• Capable of organizing and leading meetings, both internally and externally.

Qualifications

Experience:

• Proven experience in a project-based delivery role, with a preference for candidates with construction industry experience.
• Demonstrated experience in people management, including recruitment, training, and development.

 Education:

• Formal qualifications in project management or a related field are advantageous. 

Technical Skills:

• Proficiency in using digital tools like Jira, SharePoint, and CRM systems for project management and documentation.
• Strong understanding of quality control and process improvement methodologies.

Personal Attributes:

• Solution-oriented with a proactive approach and a clear sense of urgency.
• Self-motivated, confident, and able to work effectively under pressure across multiple projects.

Benefits

Zutec has a fantastic benefits package which is regularly reviewed and updated. Our benefits cover health and wellbeing, culture and career development. Some of our benefits include: 

• Private healthcare
• Life Assurance
• Cycle to work scheme
• Enhanced Maternity/Paternity Leave
• Employee Assistance Programme
• Annual bonus opportunity
• Professional studies subscription
• Hybrid working
• Summer and winter company parties
• A very competitive holiday allowance
• Charity and volunteering days
• Access to mental health first aiders
• Company Pension scheme 

Throughout Zutec, our people contribute a powerful blend of talent, knowledge and experience that is embodied within the solutions and services we offer. Our core corporate values can be summed up by the acronym DATA – we like to say we’re a ‘DATA’-driven company. 

Different - We celebrate diversity. Being bold enough to question convention is crucial to finding better ways to operate. We build on the unique strengths and ideas of our people to create solutions.

Agile - Technology never stands still, and neither do we. We are always on the lookout for new ways to do things and help our customers derive more value from their business and data to maintain a cutting edge.

Transparent - We are clear and open in the way that we function and communicate. We advocate respect and transparency to get the best from our colleagues, clients and industry regulators. Better visibility empowers better insights and decisions.

Achievement - We are passionate about outcomes and continual improvement. And we know these things matter to our people and our customers, so we focus on development. We help all our stakeholders gain tangible, measurable benefits that contribute towards quality and growth. 

At Zutec, our commitment to diversity and inclusion is at the core of who we are and what we do. We know that having diverse and inclusive teams has a positive impact on our business and customers and helps to generate better ideas to solve the complex problems of an ever-changing world. Being different is central to our DATA values, where we celebrate diversity and build on the unique strengths of our people. We know we’re all equally different, so no matter who you are, how you think, or where you’re from – you are welcome here!