Job Title: HEAD IT Customer Service  Location: DLF, Gurgaon  Must Have:   - Exp in Global IT Customer service.  - Excellent communication skills  - Very strong people management skills - somebody who has managed a team of similar size or is capable of managing. This role would be Management role which includes management skills.  - Experience of working with Europe (this is a must) preferably Nordics countries  Brief about the role:   - The role is Customer Service Head based out in Gurgaon office; part of Global IT team (not domestic India).The Customer Service team will provide 1st Line, 2nd line and 3rd line IT customer service support to our internal employees based across the globe.  - The primary objectives of the role are to assist with the set up of the global IT Support function at Gurgaon, including the recruitment of local Team Leaders and Support team members and the creation and management of the 24/7 service.   - The incumbent will be heading a Department size of around 45 - 50 customer support executives; There will be 3-4 TLs who will be managing these resources.  - Manage the staff of the global virtual service desk within your sphere of responsibility, including motivating, onboarding, disciplinary, performance reviews, preparing overall performance evaluations and training. Candidates should be skilled at managing large global teams.  - Manage, measure and report on key service level metrics such as service levels, average handling time, first contract resolution rate, cost per call, call avoidance, end-user satisfaction etc.   - Build and maintain relationships with all IT units and business stakeholders to ensure that IT-delivered services and end-user productivity goals are met and constantly improved   Desired Candidate Profile:  - Sound Knowledge of Process management, ITIL, ITSM tool ; Experience of Service now would be added advantage  - Experience of setting up a global captive centre will be a plus  - 10-15 years of overall experience, with good track record in a global IT shared services environment as well as experience with transitions from local roles into off shoring setups.  - Strong influencing skills, with political and cultural astuteness. Prior experience in captive centres and 24/7 operations is a key competence.

Delhi NCR

IT Head - Customer Service - Captive Setup 

IT Head - Customer Service - Captive Setup  ,Job Description for IT Head - Customer Service - Captive Setup  in Spectral Consultants in  Delhi NCR for (10-16) years of experience. Apply Now!

Job Description for IT Head - Customer Service - Captive Setup  in Spectral Consultants in  Delhi NCR for (10-16) years of experience. Apply Now!