Position: Director 

Organization: Michael Page

Location: Haryana

Apply: https://www.michaelpage.co.in/job-apply/director-global-client-support-mnc-gurgaon/ref/4221461?utm_source=linkedin&utm_medium=aggregator&utm_campaign=limitedlisting

• Work in a truly global role for Client Support
• Work in a growing MNC in the logistics domain

Job Description

• Take ownership to drive customer happiness through support metrics and SLA's
• Manage a 24/7 team across multiple geographies, and provide an environment of continuous improvement and mentorship
• Manage global support budget and drive efficiencies by utilizing internal and 3rd party support tools
• Lead the IT Operations team to design, deploy and manage client infra and applications
• Work with internal stakeholders and customers to templatize service offerings and agreements across geographies and product line
• Managing proactive monitoring, and incident and escalation management
• Drive change management for production systems
• Maintain customer relationships at exec level via proactive engagement and addressing their questions and concerns with speed and professionalism
• Review RCA's for incidents and drive a continuous improvement roadmap
• Maintain an effective feedback loop with Product and R&D teams to improve service delivery to customers

The Successful Applicant

• Engineering graduate with a minimum of 15+ years of experience in software support, including 10+ years in managerial capacity
• Experience of managing onshore and offshore support teams for enterprise client support
• Experience in managing global clients and support partners through software support, responsiveness, and meeting SLA commitments
• Experience driving cultural and process changes to deliver a truly world class support
• Availability to travel for work