ITSM ITIL Service Support Manager
eMagine Solutions
Dubai
منذ 2 يوم
source : HireeJobsGulf

Successful Candidate Attributes and Responsibilities Extensive experience of successfully leading internationally based project or support based teams Degree in a relevant scientific technical engineering or computer related subject You are customer obsessed and use data to identify opportunities to improve our customer experience positively impact the business as well as execute to make these a reality Thoughtful clear communication is your specialty you can translate strategy and goals and communicate across crossfunctional teams and complex customer organizations to effectively deliver bestin class service to our customers You are also adept at doing so to when English is not the first language You will manage support level and customer satisfaction metrics ensuring the support SLAs are being met and exceeded You will proactively identify opportunities to improve metrics and team efficiency Youre an expert in authentically engaging stakeholders and leveraging feedback for continuous improvement You will manage the communication of new or recurring problems to product management product development customer facing employees and customers Youre also a datadriven decision maker with the ability to structure ambiguity into actionable valueadded plans You have a successful track record or identifying and implementing changes to methods processes systems and technologies to improve operational metrics Indeed you inspire continuous improvement in support delivery and that will actively help Ricardo meet its business objectives You bring a commercial focus to the customer support team by driving sales from customer interactions through cross selling and upselling based on customer needs and goals You possess excellent project and time management skills with a track record of performance and successful implementation across multiple concurrent projects You have an ability to handle multiple shifting and competing priorities and drive the team towards results You excel in both project and resource planning and can minimize unexpected surprises and escalations via early warning processes As the team leader you have a track record of empowering and developing your team being a coach and a mentor and setting an inspiring team vision and strategy You will foster an environment of continuous learning and help bridge knowledge and process gaps within the teams You will also ensure the team has access to development tools methodologies and resources needed to be successful You are also familiar with contact center best practices systems and tools such as Microsoft Dynamics and Freshdesk as well as other CRMs Chatbots AI etc Serve as an evangelist for our products through thought leadership blogging social media and speaking The ability to travel within Europe to the US and Asia as required in the role and when allowed

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