Head of Services - Next Generation B2B Customer Experience Team

Job Purpose

As the Head of Services, you will lead a team of managers responsible for Customer Services, First-Level Support, and our Digital Support Team out in the field. Your role is pivotal in optimizing our digital service offerings and ensuring that our teams are equipped with the necessary skills and knowledge to deliver exceptional service. Experience with new digital platforms to enhance productivity and connectivity is essential for this position.

Key Responsibilities

• Strategic Leadership:
• Provide strategic direction and vision for our Services Department, aligning goals with organizational objectives.
• Lead a team of managers, providing guidance, coaching, and support to ensure the achievement of departmental targets.
• Collaborate with senior leadership to develop and implement policies and procedures that promote efficiency and effectiveness in streamlining our analogue services and introducing more efficient digital service delivery models.
• Team Management:
• Oversee a team of managers responsible for customer services, first-level support, and digital equipment field training.
• Set performance targets, conduct regular performance evaluations, and provide opportunities for professional development.
• Foster a culture of collaboration, innovation, and continuous improvement within the Services department.
• Customer Services:
• Ensure the delivery of high-quality customer service through effective management of the customer services team.
• Monitor customer feedback and satisfaction metrics, identifying areas for improvement and implementing strategies to enhance the customer experience.
• Collaborate with cross-functional teams to address complex customer is-sues and improve service delivery processes.
• First Level Support:
• Oversee the development and implementation of first-level support protocols to address technical issues with digital platforms and equipment.
• Provide guidance and support to managers in troubleshooting complex problems and ensuring timely resolution.
• Monitor support metrics and KPIs, identifying trends and areas for improvement.
• Digital Customer Support & Training:
• Lead the design and delivery of training programs for our customers on the operation, maintenance, and troubleshooting of our digital equipment portfolio.
• Ensure that managers are equipped with up-to-date knowledge of new digital platforms and technologies.
• Evaluate the effectiveness of training programs and implement improvements as needed.
• Ensure Sales Team support with Demos and Training with a focus on digital delivery.
• New Digital Platforms:
• Stay informed about emerging digital platforms and technologies that can enhance productivity and connectivity within the organization.
• Evaluate the feasibility and potential impact of integrating new digital platforms into existing workflows.
• Collaborate with senior leadership and cross-functional teams to pilot and implement new digital solutions.
  
  

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a managerial role within digital services, with a focus on managing teams and driving operational excellence.
• In-depth knowledge of digital platforms and technologies, with experience in leveraging new digital solutions to improve productivity and connectivity.
• Strong leadership and team management skills, with the ability to inspire and motivate teams to achieve their goals.
• Excellent communication and interpersonal skills, with the ability to interact ef-fectively with stakeholders at all levels.
• Demonstrated ability to drive change and innovation in a dynamic and fast-paced environment.
• Certification in relevant digital technologies and platforms is a plus.
  
  

13640