Global Customer Support Manager
7 giorni fa
Global Customer Support Manager – OverIT Field Service Management OverIT is a global Software‑as‑a‑Service (SaaS) company with a strong presence in North America and Europe. We empower organizations in the power, utility, telco and transportation industries to manage mission‑critical infrastructures efficiently and safely through cutting‑edge Field Service Management software solutions. Leveraging advanced technologies such as Machine Learning, Augmented Reality, Internet of Things and Geographic Information Systems, we help ensure these essential infrastructures are always on.We’re looking for a seasoned leader to manage and scale our global customer support organization.What you’ll needExtensive experience leading large, international support organizationsProven ability to manage and scale teams in fast‑paced, high‑growth environmentsTrack record of working directly with enterprise clients, with a focus on customer satisfaction and retentionExperience managing complex service models, including partner‑delivered supportStrong leadership presence, operating effectively in high‑pressure and ambiguous contextsExcellent communication and stakeholder management skills, including influence at all levelsPassion for people development and team motivationExcellent knowledge of the ITIL framework, particularly Incident, Problem, Service Request and SLA managementDeep understanding of service‑desk operations and industry best practicesExperience using Jira Service Management or similar platformsFamiliarity with AI‑based tools and automation to enhance support operations and improve efficiencyUnderstanding of cloud architectures (IaaS, PaaS, SaaS models)Working knowledge of Oracle DB and Java‑based applicationsFluent in English and ItalianWhat you'll doManage, develop and coach the Global Support Customer teamManage external partners and service providersDefine and own the staffing and performance‑management strategy of the unitOversee resource allocation and macro‑level planningDefine and align global support strategies with the broader CSG leadership teamPromote collaboration among stakeholders, including partners, customers, vendors and internal teamsDrive continuous improvement of support processes and tools by leveraging automation and AI technologiesEngage with senior management and C‑level stakeholders to support strategic business and IT objectivesManage escalations with professionalism and a sense of urgencyCollaborate with
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Global Customer Support Manager
4 settimane fa
Milan, Italia Altro A tempo pienoGlobal Customer Support Manager – OverIT Field Service ManagementOverIT is a global Software‑as‑a‑Service (SaaS) company with a strong presence in North America and Europe. We empower organizations in the power, utility, telco and transportation industries to manage mission‑critical infrastructures efficiently and safely through cutting‑edge...
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Milan, Italia Altro A tempo pienoA global SaaS company is seeking a Global Customer Support Director with extensive experience leading international support organizations. This role involves managing and developing the support team, overseeing service operations, and ensuring customer satisfaction across various regions. The ideal candidate will possess strong leadership skills and fluency...
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Global Customer Support Director
1 giorno fa
Milan, Italia Altro A tempo pienoGlobal Customer Support Director (Relocation to Italy)OverIT is a global Software-as-a-Service (SaaS) company with a strong presence in North America and Europe.We empower organizations in the power, utility, telco, and transportation industries to manage their mission‑critical infrastructures efficiently and safely through cutting‑edge Field Service...
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