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 you'll 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 Desk's 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.
- Collaborate with the finance department to develop and manage the Service Desk's 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 you'll need
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Experience of managing large people organisations
- Proven 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.
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