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Sr. Manager Support Operations

10.00 to 15.00 Years   Gurugram   05 Jul, 2023
GlobalLogic Technologies Pvt Ltd
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Description:Objectives & Qualifications:12+ years of experience, majorly in leading support operationsExcellent academic credentials (with a Bachelor s/Master s degree in Computer Science or related field or relevant professional experience)Strong understanding of customer support metrics, customer retention & customer experience strategiesProven record of success in operations management, operational enhancements and changeProject Management, Pre-Sales ExperienceWorked as Sr. Manager Operations to plan and execute international technical/customer support projects, ensure that teams have appropriate direction and resources to deliver services effectively by establishing realistic estimates for timelines and while ensuring that projects remain on target to meet deadlinesAccountable for Governance, Service delivery, Client management, Program Management, Innovation, Financials & SLA management for all accounts assignedDemonstrable experience working with stakeholders/clients for understanding the requirements and align the overall vision and strategy to achieve the required resultsProvide leadership and guidance to coach, motivate, and lead team members to their optimum performance levels and career developmentExpertise in account and resource management handling large scale engagementsProficiency with CRM tools (e.g. Salesforce, Service Now, JIRA, BMC Remedy etc), MS Office suite, Google Suite etcInterpersonal skills:Self-motivated, agile, team player, action and results orientedWell organized, excellent communication and reporting skillsAbility to successfully work under tight project deadlinesDemonstrate emotional intelligence, adaptability & growth mindset, Job Responsibilities: Lead Customer Services Teams and be accountable for delivery strategy, client & internal SLAsAs a Senior Manager, you will work with support leadership to design strategies and processes to provide an efficient and high-quality support experience to our customers. You will work closely with Support leadership and cross-functional teams to launch new capabilities, refine our existing operating procedures and drive high impact initiatives Develop and grow a team of Leads, SMEs, Support Engineers to deliver world class customer serviceDirect, Define team and individual goals in alignment with Global Support objectivesDrive end-end Governance internally and in expectation with clientSet reasonable goals for customer/technical support projects and manage the same with team on a consistent basisInteract with client stakeholders on daily, weekly, monthly, quarterly basis and as appropriate , respond to their questions and guide them to the appropriate serviceCreate and implement an effective customer loyalty programHandle large scale operations located at multiple locationsClosely work with multiple stakeholders to formulate operational and strategic roadmap for the multiple projectsProactively address the operational issues impacting the business and find long term solutions Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model.Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future leaders including succession planning.Achieve operational excellence and drive process improvements working closely with the operations teams.Implementing new technologiesProviding guidance for problems and questions

Keyskills :
market analysisms officegoogle suitecustomer relationship managementbmc remedyms office suitesla management

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