Director - Technical/Product Support

IKYA Human Capital Solutions Limited is the fastest growing HR solutions company in India, with specialized service offerings in Staffing Services, Training and Skill Development, Executive Search, Recruitment Solutions and Training and Project based RPO hiring. Headquartered at Bengaluru, we provide world class HR services through our company owned offices across India to over 500 organizations, including leading MNCs and large Indian firms across industries.

Currently working on a requirement with one of my top prestigious client for the below role.

Position: Director Tech support (product support ops)

Position based in: Hyd/Blr/Gurgaon/Pune

Roles & Responsibilities:

- Lead global delivery for product support of world's #1 on-cloud multi-tenant CRM product with 100,000+ customers

- 300+ resources; 7 locations; 8 languages; 3 service categories

- P&L responsibility of ~$10 - 15 MM /year

- Responsible for managing client expectations on service delivery including KPI improvement plans, service transformation roadmap design and execution

- KRAs will include: Customer NPS, People Scorecard, revenue & profitability

- Differentiate company's performance in a multi-vendor ecosystem with ability to build connects across multiple layers in the client organization

- Deliver customer value beyond the Business as Usual and in line with customer's support program success criteria

Experience Required:

- Relevant leadership experience of approx. 5 years for similar scale, diversity and complexity and overall experience of 10+ years

- Proven skills for designing and implementing right delivery frameworks to manage complex programs

- Understanding of online technologies, cloud-based technology products

- Experience in product support for independent software vendors a must

- Preferably Engg + MBA from a Premier B-School

Must Have: MBA from tier 1 institutes.

Nithya Seelan
Assistant Manager( leadership hiring)
IKYA Human Capital Solutions