Customer Care Manager

Omegro Business Unit

Job Description

Aberdeen (Hybrid) / UK (Remote)

5 days/week

£50,000 - £55,000 per annum depending on skills and experience

At DRAMS Software, we’re revolutionising the way maturing spirit producers manage their bulk inventory and maturation warehouses. Our solutions are trusted by a number of high-profile UK and international companies including Beam Suntory, Bacardi, Campari, William Grant & Sons, Whyte & Mackay, and Glenmorangie. With a strong commitment to customer satisfaction, quality and collaboration, we’re proud to be growing our company globally, whilst staying true to our Scottish roots and values.

We understand that building a truly unique and dedicated system requires a diverse team of talented individuals to make it happen. At DRAMS, we put our people first, creating an environment where everyone feels valued, empowered, and supported. As a remote‑first organisation, we offer opportunities for personal and professional growth, guided by transparent and approachable leadership. With our unique industry position and commitment to innovation and customer‑centricity, DRAMS Software is a place where your career can thrive.

• Competitive base salary + market‑leading discretionary bonus
• Remote‑first working
• 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
• Progressive parental leave policies
• Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
• 5% employer pension contribution
• Regular in‑person team events
• Funded training and development programs
• Work from home office equipment allowance

We're looking for a strategic and service‑driven Customer Care Manager to lead and evolve our customer support operations. In this critical leadership role, you’ll take ownership of application support, system upgrades, hosted service delivery, and release management—ensuring that DRAMS deployments are smooth, well‑communicated, and effectively supported.

As part of the senior leadership team, you’ll align support operations with business goals, champion IT Service Management (ITSM) best practices, and guide a high‑performing support team to deliver outstanding customer experiences.

If you're passionate about leading with purpose, building strong teams, and driving service excellence, we'd love to hear from you.

• Lead Support Operations:
  Manage the day‑to‑day performance of the Customer Care team, delivering timely, high‑quality application support and fostering a customer‑first culture.
• Oversee Releases & Upgrades:
  Coordinate application installations, upgrades, and release communications to ensure smooth deployments and minimal disruption.
• Embed ITSM Practices:
  Drive consistency and effectiveness in support through structured incident, problem, and change management processes.
• Manage Hosted Services:
  Act as the main liaison with our external infrastructure partner, ensuring customer environments are secure, reliable, and well‑supported.
• Track Performance & Drive Improvement:
  Monitor KPIs such as response times and customer satisfaction, using insights to improve service delivery and proactively address recurring issues.
• Lead & Develop the Team:
  Build a high‑performing support function through effective recruitment, coaching, and career development initiatives.
• Collaborate Across Functions:
  Work closely with Product, Development, Sales, and Professional Services to align support with broader business and customer goals.
• Ensure Financial Accountability:
  Monitor support costs, contribute to forecasting, and ensure accurate tracking of billable work and customer configurations.

• 5+ years in a senior support or service delivery leadership role within a software or IT services environment.
• Relevant tertiary qualification (minimum Diploma level; degree preferred), ideally in Information Technology, Business, or another related field.
• Proven experience managing application support teams and…