Customer Experience Director - Divisional Head

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Location: UK - Hatfield, IN - Bangalore 24/7, UK - London, UK - Milton Keynes |
Job-: 217178 |
Contract type: Standard |
Business Unit: Service Desk

Life on the team

The Customer Experience Director will be responsible for managing the Service Desk function within a large multinational IT managed service company. The role involves overseeing the day-to-day operations of the Service Desk team, ensuring efficient and effective delivery of IT support services to clients. You will play a critical role in driving operational excellence, optimizing service delivery processes, and fostering a customer-centric culture.

What you'll do

Team Management:

• Provide strategic management and direction to the Service Desk team, setting clear goals and, objectives.
• Foster & drive a high-performance culture, ensuring team members are motivated, engaged, and supported in their professional growth.
• Encourage collaboration, teamwork, and knowledge sharing among team members and the different delivery locations.

Service Desk Operations:

• Oversee the day-to-day operations of the Service Desk, ensuring service levels are met or exceeded.
• Continuously evaluate and enhance the Service Desk's capabilities, leveraging industry best practices and emerging technologies.
• Forefront initiatives to drive continuous improvement, such as process optimization, automation, and the implementation of new tools or technologies.
• Stay updated on industry trends, emerging technologies, and best practices related to IT service delivery.

Stakeholder Relationship Management:

• Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and escalation point for service-related matters.
• Collaborate to understand their IT support needs, develop customized service solutions, and ensure client satisfaction.
• Collaborate with other internal teams, such as the Sales, Engineering, and Project Management teams, to ensure seamless service delivery and support the achievement of organizational goals.
• Work closely with senior management to provide insights, reports, and recommendations on Service Desk operations and performance.
• Collaborate with the finance department to develop and manage the Service Desk's budget.
• Monitor and control operational expenses, identifying cost‑saving opportunities without compromising service quality.
• Conduct financial analysis and reporting to track performance against budget and financial goals.
• Own and understand the pricing model and structures.

What you'll need

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Experience of managing large people organisations
• Proven 20+ years of experience in a leadership role within an IT managed service company and Service Desk operations.
• Strong knowledge of IT service management frameworks, such as ITIL, and demonstrated experience in implementing and adhering to ITIL processes.
• Experience managing a geographically dispersed and diverse team.
• Strong communication, and interpersonal skills.
• Strong analytical and problem‑solving abilities.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Proven track record in driving operational excellence and continuous improvement.
• Understanding of IT service management tools and technologies.

About us With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.