German Operations Head - IT Service Desk delivery

Role Designation: Client Operations Head - IT Service Desk in German Language

 Position Summary

-   German speaker C1-C2 or Native  

·    Head of a Service Desk team and assume full people management, SLA management and financial responsibility for the team

·    Manage and deliver overall accountability, profitability, and contractual agreements of the engagement

Required skill set

·    Provides full accountability and leadership for the client engagement

·    Prepares the annual budget and business plan for the engagement, coordinates with the account manager for the account plan

·    Signs off on the training /certification methodology at the engagement level to ensure right skilling

·    Co-ordinates resource deployment across all processes for the engagement (team size, span, shift Utilization, skill sets, technology rollout)

·    Responsible for the engagement training plan to ensure competency development across domain, operations and behavioral

·    Prepares internal and external governance model to track and monitor contractual compliance, employee engagement, performance and relationship health

·    Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement

·    Creates the scorecard for the engagement and ensures alignment of the team with the engagement objectives

·    Conducts periodic reviews with ops managers and drives corrective action where required

·    Anchors the key internal and external governance meetings, monitors adherence within engagement to sustain delivery predictability

·    Responsible to build effective knowledge repository for the engagement.

·    Engages with the key client stakeholders on areas of improvements and commits resources to enhance customer satisfaction

Job duties and responsibilities

·    Deep domain knowledge of Customer Service and Service Desk/ Technical support

·    Deep understanding of Contact Center/ Service Desk processes and business metrics including best practices and benchmarks

·    Experience in the use of Analytics and Problem Solving tools/approaches

·    In-depth knowledge of Quality Tools and Techniques to drive continuous improvement

·    Ability to anticipate customer needs and provide solutions in line with customer expectations

·    Performance oriented - Ability to drive performance to stretch targets

·    Excellent relationship management skills – coordinating with different functions and client contacts to provide customer delight

·    Exposure to process risk management

·    Excellent people skills

·    Positive attitude, open mindedness, being receptive to all ideas and feelings in an aim to create win-win situations

·    Eagerness to learn

·    Excellent German and English on spoken and written level are both obligatory

Education and other requirement

·    A minimum of 10 years of experience in Customer Service/ Service Desk functions and 5 years in managerial roles.