Functional and disciplinary Responsible for managing dedicated teams within the Service Desk organization. Accountable to deliver the agreed KPIs. Manage service delivery costs within assigned team. Development of assigned employees to deliver continually improved service to meet customer needs and ensure customer satisfaction. Support of definition of principles and guidelines within area of responsibility. Responsible for building the teams, taking part in hiring process if needed. Conducting performance evaluations of assigned employees. Create monthly cost estimations of assigned teams and employees. Prepare workload forecasts for next six months, check the forecast accuracy, and plan the staffing according to the estimations. Set up the weekly performance review calls with Customers where is no Service Delivery Manager assigned.
Key Responsibilities
Overall responsibility to achieve contractual Service Levels on tickets and adhere to defined procedures.
Escalate when correction steps on faulty master data initiated by Team Manager did not bring expected results.
Briefs team on any relevant changes e.g. processes, tools, customer set-up, strategy, vision and mission of the Service Desk.
Drive and coordinate solutions and management support from all involved delivery units. If not successful, escalate to Head of Global Delivery Center.
Acts as an ‘escalation manager’ for service delivery performance issues.
Implements methodologies to improve first contact resolution, manage customer perceptions, and build strong internal relationships.
Ensures robust disaster recovery arrangements are in place for team (and can be adequately demonstrated).
Provide leadership to Team Managers and all other assigned employees.
Sets and agrees objectives to ensure achievement of results and focus and motivation of staff.
Develop “new talents” within the company for the future.
Required Qualifications
Education
IT related degree or degree in business administration with technical background. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.
Work Experience
Work experience for min. 5 years in a senior helpdesk manager role.
Proven track record on successful employee responsibility and leadership.
Requisition Employer Description
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.
Areas of InterestField Service Technicians
Experience LevelManagement
CountryIndia
Primary LocationIndia
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