At a Glance
- Tasks: Lead a dynamic Service Desk team to enhance customer experience and drive operational excellence.
- Company: A leading independent technology provider with a focus on people and sustainability.
- Benefits: Inclusive culture, career growth opportunities, and commitment to diversity.
- Other info: Join a diverse team of over 20,000 across 22 countries.
- Why this job: Make a real impact in a supportive environment while driving innovation in IT services.
- Qualifications: Bachelor’s degree in IT or related field and proven leadership experience in IT service management.
The predicted salary is between 43200 - 72000 € per year.
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 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
We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.
Our business may be about technology, but first of all it’s about people. With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.
As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.
We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.
If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!
Customer Experience Director in London employer: Computacenter AG & Co. oHG
As a leading independent technology and services provider, we pride ourselves on fostering an inclusive culture where every employee can thrive and feel valued. With a commitment to professional growth and operational excellence, our Customer Experience Director role offers the opportunity to lead a diverse team in a dynamic environment, driving meaningful change while enjoying competitive benefits and a supportive work culture across our UK locations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Director in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. We want you to walk into that interview feeling confident and ready to show them why you’re the perfect fit for the Customer Experience Director role.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and get comfortable with common questions. We believe that the more you practice, the more natural you’ll feel during the real deal.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in leaving a positive impression. We recommend expressing your appreciation for the opportunity and reiterating your enthusiasm for the role.
We think you need these skills to ace Customer Experience Director in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Experience Director role. Highlight your experience in managing Service Desk operations and any relevant IT service management frameworks like ITIL. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer experience and how you can drive operational excellence. Don’t forget to mention your leadership style and how you foster a high-performance culture within teams.
Showcase Your Achievements:When detailing your experience, focus on specific achievements that demonstrate your ability to improve service delivery and client satisfaction. Numbers speak volumes, so if you’ve led initiatives that resulted in measurable improvements, let us know!
Apply Through Our Website:We encourage you to apply through our website for a seamless application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. We can’t wait to hear from you!
How to prepare for a job interview at Computacenter AG & Co. oHG
✨Know Your Stuff
Make sure you brush up on your knowledge of IT service management frameworks, especially ITIL. Be ready to discuss how you've implemented these processes in your previous roles and how they can benefit the Service Desk operations.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing large teams. Think about specific situations where you fostered a high-performance culture or drove team engagement. This will demonstrate your capability to lead effectively.
✨Understand the Business
Research the company’s values and mission. Be prepared to discuss how your vision aligns with theirs, especially regarding customer-centric culture and operational excellence. This shows that you’re not just looking for a job, but a place where you can contribute meaningfully.
✨Ask Insightful Questions
Prepare thoughtful questions about the Service Desk's current challenges and future goals. This not only shows your interest in the role but also your strategic thinking and understanding of the industry trends that could impact their operations.
