Service Delivery Management and CX Director

Overview

We are seeking an experienced and versatile Service Management and Customer Experience (CX) Director to oversee our service delivery capability, ensuring exceptional customer experience, employee satisfaction, and the continuity of our positive culture. This role will be pivotal in driving our service management strategy and enhancing our reputation as a trusted partner with our customer base.

Responsibilities

Customer Experience and Satisfaction.

• Develop and execute strategies to elevate customer satisfaction and loyalty globally.
• Forge and maintain robust customer relationships, serving as a trusted advisor.
• Regularly gather and act on customer feedback to enhance service quality.
• Embed customer-centric practices, ensuring exceptional service delivery.
• Analyse customer data to identify trends, improvement and/or upsell opportunities.

Employee Satisfaction.

• Foster a culture of excellence, collaboration, and innovation within the team, promoting high employee satisfaction and engagement.
• Champion personal development and succession planning to ensure the growth and advancement of employees within the organisation.
• Implement initiatives to support and enhance the company culture, ensuring alignment with the organisation\’s values and mission.
• Champion diversity, equity, and inclusion (DEI) initiatives within the team.

Service Delivery.

• Oversee service delivery processes to ensure efficient and effective operations in line with our global Target Operating Model.
• Recommend CX best practices to enhance service quality and achieve continuous improvement.
• Manage service level agreements (SLAs) and key performance indicators (KPIs) to ensure targets are met.

Team Leadership.

• Collaborate with other departments, such as Sales, PMO, and our Technical Practices, to ensure seamless service delivery and client satisfaction.
• Lead, mentor, and develop a high-performing service management team both remotely (geographically diverse and “on customer site”) and locally.
• Promote a culture of collaboration, accountability, and excellence within the team.
• Conduct regular performance reviews and provide constructive feedback.

Strategic Planning:

• Develop and execute the service management strategy in alignment with the company\’s overall objectives and growth plans.
• Stay abreast of industry trends and emerging technologies to drive innovation.
• Collaborate with other departments to ensure cohesive and integrated service delivery

Qualifications

• Immediately compatible with Bell Integration’s values and culture
• Demonstrable experience in service management delivery roles, with evidence of a senior leadership within a multinational MSP/SI.
• Deep understanding of ITIL best practices and service delivery.
• Stellar customer service advocacy and relationship management skills.
• Exceptional leadership and team-building prowess.
• Strong analytical and problem-solving abilities.
• Excellent communication and people skills.
• Proficiency in ITSM tools and technologies.

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