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Senior Director, Global Service Desk & Knowledge Management Leader
Diebold
Atlanta, GA, United States
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Description
As the Senior Director of the Americas Global Service Desks, you will develop and maintain strategic and tactical operational plans to drive world class service with an efficient and effective cost base. The role leads Global Customer Care for Americas, including Service Desks in Canton OH, Mexico and Columbia. The focus within the Service Desks is not only on taking calls and working on incidents but to cover the whole Lifecycle of a Ticket driving our customer experience. The role will also act as the escalation point for internal and external customers.
This will be a remote position with travel required
Strategy & Planning
• Leading the team in providing remote service desk services to end customers in Retail and Banking to ensure highest delivery quality. Ensure smooth transition and being in sync with customers’ expectations as per the customers SLAs.
• Deepen the culture of service orientation and customer focus.
• Review and provide input for new opportunities to create a more effective service for our clients.
Customer Relationship - internal & external
• Develop and sustain high-level customer relationships for existing and potential new customers
• Ensure smooth transition for new customers in sync with the customers' expectations; manage escalations proactively in cooperation with internal stakeholders and ensure SLAs are met/exceeded.
• Understand and anticipate customer needs based on their requirements and feedback.
• Assist Sales team in RFPs from a delivery perspective.
Operational Deliverables & Contribution
• Leadership of the Service Desks for Global Customers in Retail and Banking; directs first line maintenance
• Interface to the Regional Field Service Teams (SLM)
• KPIs: Average Speed to Answer, First Call Res, Average Handle Time, Cost per Call, Customer Satisfaction, NPS
Knowledge Management
• Ensure state-of-the-are knowledge, technology, methods and skills in the global customer care organization.
• Secure a customer oriented training concept for working with our field service organization including certification programs, cost and quality trainings.
• Ensure maintenance of a robust knowledge base to ensure World Class Service Delivery working with the Global CI & Automation team.
Leadership and People Management
• Influence, coordinate and align all involved/affected internal and external parties
• Build, sustain trust and engage with the teams
• Provide leadership to the teams and develop and retain key talents; ensure organizational effectiveness including performance management, attrition management, talent attraction, development and succession planning.
• Create a spirit of enthusiasm and price to be part of the team.
Qualifications
Minimum Requirements:
• Degree in business administration/engineering or equivalent. Knowledge of Service Delivery Processes based on ITIL.
• Minimum 10 years of experience in leading delivery organizations with a people and quality ethos (preferably a strong, successful Service Desk environment), international background and experience; Proven track in customer negotiations and escalation management
• Experience in managing a 24X7 service delivery/operations environment
• Ability to work in an international cultural environment with management and other stakeholders
• Change management and risk management.
• Continuous Improvement methodologies e.g. Lean Six Sigma
• Excellent spoken and written English skills.
• Profound knowledge of relevant business ratios in calculating costs and margins
• Ability to travel 50% of the time, as business requires
Diebold Nixodrf, Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, genetic information, disability or protected veteran status