Role Overview
The Head of Customer Engagement & Experience will lead a critical function within the Managed Services COE, overseeing the centralized IT Service Desk, customer onboarding and service transition, and customer success management.
This role is pivotal in shaping and delivering a seamless and customer-centric IT service experience.
The ideal candidate will have a strong background in IT service management, exceptional leadership skills, and a passion for driving customer satisfaction and success.
Key Responsibilities
Centralized IT Service Desk Management
Help build, lead and oversee the operations of the IT Service Desk to ensure timely and effective resolution of customer issues.
Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.
Drive the implementation of best practices and tools to enhance incident, problem, and request management.
Foster a culture of continuous improvement, ensuring the team is equipped to handle evolving customer needs.
Customer Onboarding & Service Transition
Develop and manage a structured and efficient onboarding process for new customers to ensure a smooth transition to IT shared services.
Collaborate with project and delivery teams to ensure seamless handover from implementation to operational support.
Define and document service transition plans, including scope, responsibilities, and timelines.
Identify and mitigate potential risks during the onboarding and service transition phases.
Customer Success Management
Build and maintain strong relationships with customers, serving as the primary point of contact for escalations and strategic discussions.
Develop and implement strategies to enhance customer satisfaction, retention, and overall experience.
Proactively gather customer feedback to identify opportunities for service improvement and innovation.
Advocate for customers within the organization, ensuring their needs and expectations are met and exceeded.
Key Qualifications
Education & Experience
Bachelors degree in Information Technology, Business Administration, or a related field.
Minimum of 8-10 years of experience in IT service management, customer success, or a related role within a shared services or IT organization.
Proven track record of managing and improving IT service desk operations and customer engagement.
Skills & Competencies
Strong leadership and team management skills with the ability to inspire and develop high-performing teams.
In-depth knowledge of ITIL, COBIT or other IT service management frameworks.
Excellent communication, negotiation, and interpersonal skills.
Analytical mindset with the ability to use data to drive decisions and improve processes.
Customer-focused attitude with a proven ability to manage complex customer relationships.#J-18808-Ljbffr