Customer Service Manager - 7+ Years

Required Customer Service Manager with 7+ Years of Experience in Handling the Support in Vendor Management,Customer Service,Client Handling,Customer Handling and IT Operations.This Opproninuty is with a leading IT Conglomerate in Mumbai.

 Roles and Responsibilities:

• Develop excellent relationships with key internal stakeholders (Operating Companies and Business Partners) plus 3rd party suppliers in your geographic sector.
• Manage demand & priorities for new services and changes to operational services, advice, resolve questions, challenges, conflicts and issues with the Operating Company IT teams.
• Serve as an escalation point on behalf of the Operating Companies in case of service quality issues.
• Communicate new services/changes in existing services to Operating Companies
• Ensure that local knowledge, business priorities, Operating Company culture and practices are considered as part of the demand profile. Ensure localisation of corporate rules.
• Drive and manage demand for Non-Standard-Service-Requests (NSSRs) 
• Ensure that Operating Company CIO’s/Business Partners and their teams are kept consistently informed, and that they receive appropriate education and communication in relation to the services provided.
• Educate Operating Companies on how to use the IT service and maximise benefits
• Represent Service Delivery in relevant Operating Company meetings to ensure IT is considered on the business agenda.
• Maintain an awareness of the Operating Companies key applications, infrastructure and services.
• Educate the business about IT policies, procedures and change.
• Manage the third part to ensure delivery of service meets contracted arrangement
• Conduct service reviews with operating companies to report on service performance and ensure risks and issues arising from IT service are well managed
• Assist in landing of IT transformation projects (End User Services, Network, Infrastructure) in the Operating Company
• Work with Operating Companies to fully leverage, exploit and drive adoption of technology and service capabilities used
• Where appropriate project manage service improvement programmes on behalf of operating companies

Required Skills:

• Good communication and influencing skills.
• Strong customer facing skills, in particular the ability to gain respect and confidence of senior stakeholders within the Operating Company(s).
• Good commercial insight with a comprehensive appreciation of how technology can enable positive business change.
• Good knowledge of all aspects of Service Delivery.
• Strong project management skills.
• Completer / finisher mentality - has a strong track record of delivery, has attention to detail, is organised and demonstrates excellent time management skills.
• Excellent self-organisation
• Knowledge of top level IT architecture principles.

Reach | jobs@madhees.com |