HRO Recruitment is a specialist traditional recruitment business. HRO Recruitment is a brand of HRO Personnel Sp. z o. o. HRO Personnel is a Human Resources service provider operating under numer 6696. We are working as a recruitment provider searching on our Client's behalf for a person in the following role:
Senior Service Delivery Manager – Quality
Key Accountabilities:
- Analyze customer feedback to identify areas of improvement and develop action plans to streamline processes/tools to drive up customer satisfaction
- Identify and implement opportunities to drive up incident data quality in partnership with the reporting/Support & Delivery management team
- Partner with the knowledge team, quality coaches and the Helpdesk leadership team to improve the quality of knowledge/resolution thereby driving up FCR
- Help drive up usage of Self-service tools (identify new opportunities and improve existing tools)
- Monitor customer satisfaction levels and prepare and implement action plans to improve CSAT
- Assist the Global Quality and Customer Experience lead in fulfilling the accountabilities of the team across the Support & Delivery organization
- Have oversight of the L1 and L2 teams at the site and assist the S&D offshore lead in managing the teams and delivering against the set goals
- Lead and drive opportunities to improve efficiency, eliminate incidents within the desktop support environment
Requirements:
- Excellent understanding of the desktop support and provisioning environment. 7-10 years’ experience undertaking a leadership role within a customer/desktop support environment
- Proven experience of driving standardization/process improvement/streamlining initiatives
- Strong interpersonal skills and experience of working with senior stakeholders
- Good understanding of the scope of the support and delivery function and interfaces/handoffs with/to other IT/business functions
- Excellent communication skills (verbal and written)
- Strong analytical capability with proven experience of driving process improvement using data/MI as a tool
- High level of problem solving and decision making skills
- Ability to negotiate/persuade stakeholders and achieve mutually beneficial outcomes
- Excellent knowledge of Six Sigma/Lean methodologies
We offer:
- Stable job in professional team,
- Interesting path of career in an international organization,
- Consistent scope of responsibilities,
- Private health care, employees’ benefits.
Please add the following clause to the end of your submitted CV: “I hereby consent for HRO Recruitment, a brand of HRO Personnel Sp. z o.o. with their head office in Warsaw at Puławska 182, to use my personal details hereby submitted for their recruitment process (documenting and processing personal information and forwarding said information to their clients within the structure of the client’s recruitment projects) in accordance with the Law on Protection of Personal Data (Dz. U. 2002 r. Nr 101 poz. 926) until I submit a written withdrawal of consent. I confirm that I was informed of the right to modify, access and protect my personal information.”
