Senior Manager - Client Service - Hardware Support

Roles and Responsibilities :

- Building new processes, supporting documents, templates and SOP's

- Preparation of Service Level Agreements for entering into Strategic partnerships

- Responsible to improve spare parts delivery, consumption control and maintain desired stock levels at global sites

- Ensure relevant ticketing process is followed for all spare part consumption and ensure timely replenishment of spare part stock on allocated site is done along with spare audits at stipulated intervals

- Develop the Spares Inventory Storage Strategy to cater to global demand of spares

- To create and improve governance mechanism to track delivery KPIs of the service network

- To meet the Contractual commitments of Hardware Up-time by ensuring adequate site support

- Support management in developing, benchmarking and deploying client support strategies

- Monitor and ensure team performance by developing and propagating client support focused KPIs

- Building the team, motivating them, deploying them efficiently and making sure their training requirements are taken care of

- Experience in working on New Products and ensuring that the Hardware Support with respect to New Products is achieved by spares, inventory, pricing etc.

Key Requirements :

1) Education :

- Engineering degree with at least 15+ years of experience in Client operations/ Client Support Escalated Service and 10+ years in managerial capacity - Preferable

2) Work Experience :

- Strong leadership capabilities and comes with an experience of stakeholder, partner management, client management and team development

- Experience in managing large teams and SLA based support to multiple and complex systems

- Experience in Client Management through hardware support, reducing downtime, SLA commitments, quicker issue resolutions

- Global Exposure of handling multi-geography clients

3) Skill sets :

- Availability to travel for work

- Strong hands-on leader that can work in a multi-cultural environment

- Strategic Bent of mind