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Director of Support EMEA

Job description

 

  • Ensures accountability of our Clients Customer Support services by communicating a shared vision which motivates and inspires the team, communicates the Company’s Strategy while creating a work environment in which our people want to work and can perform at their best
  • Ensure Support team have the resources and tools they need to do their jobs well and hold them accountable for quality outcomes
  • Reporting to VP Global Support & Regional Managing Director
  • Managing the Service Desk Managers & Support Team
  • Collaborating with the Company’s customers, Sales Team, Account Managers

Responsibilities:

  • Ensures all department Operational, Tactical and Strategic objectives (KPI’s) are exceeded by
  • reporting, action plans and reward and recognition of high performance
  • Are available on a 24X7 basis for critical outages, Disaster Recovery and Business Continuity Events as per plan
  • Promotes the Service Delivery Quality Plan by managing Continuous Service Improvement Initiatives (CSI) to improve operational and quality outcomes
  • Leads high-level customer communication, builds and maintains client relationships
  • Engages key stakeholders to ensure operational readiness, service improvements and process improvements are implemented
  • Provides strong coaching for support leadership team by mentoring, coaching, workshops and incentive competitions
  • Ensures compliance for relevant processes, procedures and policies to ensure a consistently high quality of customer service
  • Ensures compliance for the Company’s Corporate Risk, People and Culture and IT Security Frameworks
  • Proven experience in creating a high-performance Service Desk Team
  • Ability to set example as Support Director over relevant region
  • Previous experience creating high performance service desk groups
  • Excellent people leader skills in providing direction, empowering staff, accountability and strong communication skills.

 

To apply for this position please contact Catriona Coogan at Sigmar Recruitment T: +353 91 455306 E:   ccoogan@sigmar.ie   

All applications will be treated with the strictest of confidence.  Sigmar will never forward your CV to a third party without prior consent