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Global Customer Operations - Telecommunications

£80,000 to £120,000

Benefits: bonus + benefits
London / Permanent / Ref: ND-Customer

Global Customer Operations - Telecommunications

Alexander Ash are working with an industry leader of mobile satellite communications who are seeking a Global Customer Operations Director who will have overall responsibility for Global Customer Operations, including all customer support enquiries, provisioning of new service requests and technical incident management.

Key Responsibilities:

  • Provide leadership and direction for 8 regional Managers and over 90 indirect reports
  • Development of a vision and strategy for Global Customer Operations, that sets the industry standard for the communications market and enhances leadership in every major market
  • Direction of a global transformation programme that will streamline customer support processes and procedures, while continuously reviewing the on-going needs of the business and aligning strategy to local customer requirements
  • To lead the Global Customer Operations team in managing the technical in-life cycle of the services we provide to our customers as the first and key point of contact for our customers.
  • To ensure all activities are managed within common processes based on ITIL across the globe and within the agreed Service Level Agreements and KPI's
  • Identify and develop critical tools and processes that enable Global Customer Operations to deliver its services to customers with excellence
  • Drive innovation in Customer and Technical Support environments to reduce costs, improve customer satisfaction and enhance self-service capabilities for customers
  • Responsibility for setting up and managing the annual budget for Global Customer Operations

Essential Knowledge and Skills:

  • Degree or equivalent qualification in a relevant subject
  • Experience of leading Customer/Technical Support teams through times of change and transformation
  • Demonstrable Service Management experience - dealing with customers, internal support groups / resolver groups and third party vendors/suppliers
  • Excellent knowledge of IT Infrastructure Library (ITIL) best practice for Incident, Service Request, Problem and Change Management
  • Ability to influence and drive service improvements in an effective and persuasive manner
  • Solid experience in a Customer/Technical Support environment with responsibility for managing globally dispersed support teams in a similar capacity, preferably within the telecoms or IT sectors
  • Demonstrable knowledge and experience of Project Management methods (e.g. Agile, PRINCE2, PMP, etc.) - strong project management, analytical and forecasting skills

Alexander Ash Consulting is acting as an agency Apply now

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