Description
We have an exciting opportunity for a Field Services Team Lead to join our blue chip client in Paris on an initial 6-12 month contract.
Successful candidate must be fluent in English & French
* Management Experience
o Associate's degree and/or 5-15 years of experience.
o Minimum of 3+ years of experience of leading a team of minimum 5-6 employees in a previous role is mandatory
o Prior experience working within a global company, working across major geographic regions is mandatory
o Management Experience - leading Service Delivery and Site Services scattered teams across the organization to mentor 2 nd level PC/MAC/network/server/storage infrastructure or contractors.
o Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support.
o Self-motivated, multitasking, reliable to deliver on time, a quick-thinker, be able to work in a fast[1]paced work environment and highly passionate
o Strong customer relationship and partner management is highly preferred
o Participating in an on-call shift is also part of the job.
o Ready to travel if required helping other sites and attending calls. o Ready to work in 24/7 shifts or extended work timings depending on project requirement
o Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.
* Operations
o Monitoring the effectiveness of the teams against SLA/KPI's and driving change as needed to deliver continuous service improvement in line with the goal to be the world class managed service provider
o Strong resource management with the ability to manage teams, personnel and customers' needs across multiple time zones
o A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders
o Conducts interview, makes hiring recommendations, assigns work roles, and establishes both training and operational processes to ensure success
o Shift roster creation and management
o Leave tracking and management
o Managing trainings for the team members
o Roles & responsibilities assignment and productivity review
o Keep team motivated and encouraged to deliver quality services
o Rewards & recognizing eligible team members
o Good presentation skills required to submits regular reports to customer, senior management, and partners on daily operations, weekly service review, Monthly performance reports
o Be the driver to drive the Customer Satisfaction enhancement program and play critical role in improving the customer satisfaction and experience
o To build relationships with service partners and ensure all services are delivered to the appropriate level of quality and agreed SLA.
o Drive continuous quality & Process improvements - identifying root causes and implementing solutions (moving away from 'reactive/corrective' towards 'proactive/preventative' actions)
o Ensuring daily monitoring of SRQs, incidents, change, tasks, optics or any other SLA/KPI or contractual bound deliverables
o Handling escalations and responding to the customer
o Ensure quality, up-to-date documentation exists for all services handled, create in case required
o Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas of improvement.
o Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation/Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination/Management, Ability to effectively communicate and collaborate with several levels of the customer's organization
o Driving automation & service improvements (LEAN, SIX SIGMA, PRGATHI) in all possible scenarios
o Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT,top call issues and ticket quality
* Certifications
o ITIL Foundations,
o Industry standard technical certifications, such as A+, MCSE
o Project Management certification preferred
So if you are a field Services team lead looking for your next exciting opportunity please apply today!
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