Regional Service Manager

4 giorni fa

Assago, Italia HCL Tech A tempo pieno

o 15-20 years of experience in handling Service Delivery, Program management and client relationship for the Region.
- Responsible for regional service delivery and managing regional team that provides on-going support and business as usual activities to Client.
- Own all metrics and KPIs for the region
- Acts as Region level point of escalation
- Partake in Monthly / Weekly business reviews
- Liaise with Horizontal leads for implementing transformation projects of Proof of concepts.
- Primary SPOC for client stakeholders for the region
- Responsible for regional resource and service readiness for the region assigned
- Reviews strategically the customer satisfaction with the services offered, focus on net promoter scores, CSAT and XLA at any level global, regions and markets
- developing and implementing service standards and procedures for the service delivery team for the region.
- acting as a point of contact for complaints and escalating issues as appropriate
- Supervising other members of the service delivery team.
- Maintaining customer relationships and improving response and delivery times.
- acting as a point of contact for complaints and escalating issues as appropriate
- The ability to communicate confidently - both through speaking and writing - with colleagues and clients from all levels of an organization
- Self-motivation
- A level of creativity when it comes to thinking of new sales opportunities
- Resilience
- The ability to research and keep on top of developments in the industry (an interest in the industry will help)
- Commercial awareness.

**Skills and Qualifications**
- Master’s degree in business administration, Computers Engineering or related field
- Exceptional leadership, time management, facilitation, and organizational skills
- Working knowledge of digital marketing
- Outstanding working knowledge of change/Demand management principles and performance evaluation processes

**Preferred Qualifications**
- Master’s degree in business administration or related field
- Previous stakeholder management skills
- PMP Certification

**Knowledge, Skills, and Abilities**:
Understanding of Six Sigma, ITIL principles and Agile methodology, Microsoft Office products i.e.: Word, Excel, Power Point presentation, and strong understanding of IT Technology latest trends, Automation, AIML Concepts

**Job Types**: Full-time, Permanent

**Salary**: From €60,000.00 per year

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