Customer Experience Director Divisional Head
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Job Summary
Location: UK - Hatfield IN - Bangalore 24/7 UK - London UK - Milton Keynes Job-ID: 217178 Contract type: Standard Business Unit: Service Desk
Life on the team
The Customer Experience Director will be responsible for managing the Service Desk function within a large multinational IT managed service company. The role involves overseeing the day-to-day operations of the Service Desk team ensuring efficient and effective delivery of IT support services to clients. You will play a critical role in driving operational excellence optimizing service delivery processes and fostering a customer-centric culture.
What youll do
Team Management:
- Provide strategic management and direction to the Service Desk team setting clear goals and objectives.
- Foster & drive a high-performance culture ensuring team members are motivated engaged and supported in their professional growth.
- Encourage collaboration teamwork and knowledge sharing among team members and the different delivery locations.
Service Desk Operations:
- Oversee the day-to-day operations of the Service Desk ensuring service levels are met or exceeded.
- Continuously evaluate and enhance the Service Desks capabilities leveraging industry best practices and emerging technologies.
- Forefront initiatives to drive continuous improvement such as process optimization automation and the implementation of new tools or technologies.
- Stay updated on industry trends emerging technologies and best practices related to IT service delivery.
Stakeholder Relationship Management:
- Build and maintain strong relationships with key stakeholders acting as a trusted advisor and escalation point for service-related matters.
- Collaborate to understand their IT support needs develop customized service solutions and ensure client satisfaction.
- Collaborate with other internal teams such as the Sales Engineering and Project Management teams to ensure seamless service delivery and support the achievement of organizational goals.
- Work closely with senior management to provide insights reports and recommendations on Service Desk operations and performance.
Financial Management:
- Collaborate with the finance department to develop and manage the Service Desks budget.
- Monitor and control operational expenses identifying cost-saving opportunities without compromising service quality.
- Conduct financial analysis and reporting to track performance against budget and financial goals.
- Own and understand the pricing model and structures.
What youll need
- Bachelors degree in information technology Computer Science or a related field.
- Experience of managing large people organisations
- Proven 20 years of experience in a leadership role within an IT managed service company and Service Desk operations.
- Strong knowledge of IT service management frameworks such as ITIL and demonstrated experience in implementing and adhering to ITIL processes.
- Experience managing a geographically dispersed and diverse team.
- Strong communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Ability to work in a fast-paced dynamic environment and manage multiple priorities.
- Proven track record in driving operational excellence and continuous improvement.
- Understanding of IT service management tools and technologies.
About us With over 20000 employees across the globe we work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and helping our customers to source transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the worlds greatest organisations driving digital transformation and enabling people and their businesses.
Required Experience:
Director
Key Skills
- Business Development
- Public Health
- Program Management
- Employee Evaluation
- Management Experience
- Profit & Loss
- Strategic Planning
- Budgeting
- CRM Software
- Leadership Experience
- Supervising Experience
- Contracts
About Company
Unsere Kunden sind einige der größten Organisationen der Welt. Wir arbeiten hart daran, sie kennen zu lernen, ihre Bedürfnisse zu verstehen und sie in den Mittelpunkt unseres Handelns zu stellen.
