Director Customer Experience

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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