Head of IT Support

CUSTOMER SERVICE MANAGER
To effectively manage the Client Support Department ensuring customer service and operational delivery standards are met with optimum efficiency and economy.

MAIN RESPONSABILITIES
  • Responsible for the development and effective implementation of policies and plans to achieve agreed client support objectives.
  • Responsible for the delivery of a strategic annual operational plan designed to achieve agreed customer service and support objectives.
  • To lead changes in culture, approach, systems and processes within client support department.
  • Responsible for all change management activities within department. To continuously evaluate existing processes and procedures to ensure that change management is being carried out in the most efficient and effective manner.
  • Manage all departmental services within the allocated budget ensuring service obligations and SLAs are met whilst continually striving for efficiencies.
  • Achievement of corporate and departmental targets
  • Achievement of strategic objectives and goals (related to budgeting, costs, client incident/requests management and resolution, L2 & CRs delivery, and customer satisfaction index)
  • Strategic operational plan created and resources deployed
  • Change Requests are delivered to agreed metrics of quality, time, and cost.
  • Department fulfils its service obligations within allocated budget.

REQUIRED KEY SKILLS
REQUIRED KEY SKILLS (FUNTIONAL / TECHNICAL)
REQUIRED KEY SKILLS (FUNTIONAL / TECHNICAL)
REQUIRED KEY SKILLS (FUNTIONAL / TECHNICAL)

  • Client centric approach and attitude
  • ITIL V3/V4 certification (Service Management, Service Desk, Incident Management, Problem Management, Release
  • Management, Service Level Management, Service request Management)
  • SLA definition/monitoring
  • Presales support
  • Team Management. Ability to provide operational direction
  • Budget and Cost monitoring
  • Six Sigma (Minimum green belt)
  • Influencing and leadership
  • Innovative and challenging
  • Commercial awareness – expert knowledge of marketplace and client perspective
  • Relationship building
  • Planning and organisation
  • Expertise in change management
  • Experience of monitoring service standards and identifying meaningful information
  • Excellent knowledge of interpreting, analysing and producing management information
  • Proven ability to deliver meaningful and insightful information to senior management
  • Understanding of process and quality improvement
  • Commercial awareness – expert knowledge of marketplace and client perspective
  • Technical knowledge – in depth understanding of current and future technologies in respective field (Including on premise, hosted and cloud solutions)
  • Ability to successfully manage a team of individuals in a fast-moving pressurised environment.
  • In depth understanding of personnel policies and procedures
  • Appreciation of the importance of the training cycle to enable teams to meet their objectives
  • Thorough understanding of department policies and procedures
  • Excellent verbal and written communication skills
  • Ability to actively manage third party contracts
  • Excellent multi-tasking abilities.
  • Excellent leadership and influencing skills.
  • Fluent English speaker (C1)
  • Other Skills: Emotional Intelligence; Ownership and Commitment; Servant Leadership; Risk Management; Learning Agility

REQUIRED QUALIFICATIONS/ EXPERIENCE
  • Degree in Computer Science, Engineering, or other technical degrees
  • ITIL V3-V4 Certified
  • PMI Accredited - Project Management Professional qualification
  • 5+ years’ experience as Service Manager or leading a Client Service Department (Service Desk-L1, Application Support-L2)
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Resumen

Tipo de trabajo
Permanente
Industria
Tecnología e Internet
Lugar
Granada
Sector
Telecomunicaciones
Salario
40000
Ref.:
1075978

Hablar con un consultor

Hablar con Maria Jose Ribera, la persona que lleva esta posición, en la oficina de Andalucía
Hays Sevilla, Av. Luis de Morales, 32

Teléfono: 95 498 77 38