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Job Location | Delhi |
Education | Not Mentioned |
Salary | Not mentioned |
Industry | Not mentioned |
Functional Area | Not Mentioned |
EmploymentType | Full-time |
Manager (Client Services) - IT/SoftwareAbout our client : Our client is an integrated workforce management software platform offering intelligent automation for daily work orders management, Housekeeping activities, facility maintenance, scheduling & labour management, and time & attendance purpose built for the hospitality market and other dynamic scheduling environment.They We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains they work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. They are a small but growing team, and youll have opportunities to express yourself and make meaningful contributions to our products and the company.About the job : Maximise customer satisfaction through delivery of L1 and L2 support.What will you do :- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team- Manage the day-to-day operations of the team comprising of 18-20 members by overseeing a combination of planned activities, monitoring of operations, and handling escalations.- Ensure compliance with client SLAs.- Build and lead a cohesive and high performing team.- Work across various teams (Partner Success, Product Management, Infrastructure etc.) to resolve issues and concerns for end-users in a timely and effective manner- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.- Establish best practices through the entire technical support process- Ownership of the Service Desk process and continuous improvement- Monitor NPS and other user satisfaction metricsWe are looking for :- B. Tech or equivalent degree in computer science.- ITIL 4 Certified- Total experience of 10 years with at least 3 years leading a team serving customers globally.- Industry experience of working in similar IT services/product companies with. B2B experience preferred.- Strong time management and organizational skills, detail-oriented and takes initiative to tackle challenges- Committed to working collaboratively with highly diverse teams, and many different types of peopleOur Clients experience :- The physical, mental, emotional and financial health of our people is something we always care about.- This is a place to learn and grow. Were committed to your development - both professionally and personally. Your experience with us is something we take seriously.Our Client offers (ofcourse, in addition to your compensation) :- Health insurance- Paid time off- A flexible working environment meaning we strike the balance of what you need and what works for the business- A hybrid approach to the future of work- Parental leave- Professional development assistance- Referral program