Manager developing a sales presence for Koozie Group with specific National Accounts. Building relationships and managing strategic account plans to grow market share.
About the role
- Global Support Manager responsible for managing service desk operations at Flooid. Expanding and scaling support capabilities across multiple regions and languages.
Responsibilities
- Ensuring all support issues are addressed promptly and effectively, in line with service level agreements (SLAs)
- Developing a new target operating model for support and own the implementation, measurement and continual improvement of the model
- Managing, developing, and training the support teams, in line with new operating model
- Owning and evolving the coverage patterns / rotas to ensure the right levels of coverage, skills and personnel across time zones and regions
- Leading globalisation of service desk, and driving operational excellence through scalability
- Identifying areas for improvement within support and implementing best practices to enhance service quality and efficiency
- Ensuring all processes are thoroughly documented, consistently audited, and regularly improved
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
- Leading the strategic relationships with 3rd parties, such outsourced suppliers
- Creating management information reports, developing KPIs and managing departments budget, liasying with both internal and external stakeholders
- Facilitating customer workshops and pre-sales opportunities / RFPs relating to support
Requirements
- Experience in a similar role, managing and building global support capabilities
- A good technical understanding of information technology
- Proven ability to communicate with stakeholders at all levels
- Proven ability to simplify complex information and report on this to a non-technical audience
- Strong understanding of ITIL
- We’d like it if you could bring:
- An ITIL qualification
Benefits
- **Flexible working** – To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events.
- **Holidays **– We operate a flexible holiday allowance scheme, we recommend employees take around 25-30 days holiday plus public bank holidays per year.
- **A flexible pension** – We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
- **Company sick pay – **We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
- **Family benefits** – We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
- **Electric Car salary sacrifice scheme** – An easy to manage and affordable way of leasing a zero-emission electric vehicle
- **Online learning platform **–We offer full access to Udemy for all employees, which offers a variety of technical, business and personal development e-learning courses.
- **Financial, physical and wellbeing support** – To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
- **Access to a discount platform** – Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
- **Professional subscriptions** – We offer reimbursement for professional subscriptions to a relevant institution if it’s required to perform your job role
- **Charity giving** – support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
- **Cycle to work scheme – **Make the most of this tax efficient scheme to improve your commute to work
- **Rewarding long service** – We provide gifts to our employees who achieve milestone years of service working as part of our team
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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