Global Service Delivery Manager
2 days ago
We are seeking a highly skilled Global Service Delivery Manager to join our team at Balazs. The successful candidate will be responsible for overseeing the day-to-day operations of our service desk, ensuring high levels of customer satisfaction and efficiency in all aspects of service delivery.
The ideal candidate will have extensive experience in managing regional service desk support teams, with a proven track record of improving performance and reducing costs. They will be able to work independently with minimal supervision, demonstrate strong teamwork and collaboration skills, and possess excellent verbal and written communication skills.
In this role, you will be responsible for leading an outsourced service, driving business innovation to reduce overall incidents through self-healing and self-help capabilities, and improving customer satisfaction with a focused first call resolution approach.
Key ResponsibilitiesManage the operational organization (vendors) to support the delivery of the overall End User Support strategy and day-to-day execution.
Oversee the delivery of all Service Desk Support functions to the Hub user base, maintaining a high customer satisfaction rating.
Manage, govern, and deliver on GIO/End User Support performance targets.
Lead the service to motivate contractors and influence them to take positive actions and accountability for their assigned work.
Create an operational culture that drives customer service, innovation, and leveraging best practices to improve financial and service delivery performance.
Able to work independently with minimal supervision.
Demonstrated teamwork and collaboration in a professional setting.
Experience with Google collaboration tools is a plus.
Strong interpersonal and teamwork skills.
Excellent verbal and written communication skills and excellent customer service skills.
Ability to manage multiple tasks and projects simultaneously and work within timelines to meet deadlines.
Strong ServiceNow reporting capability (SLAs, Time Durations, Service-based, Business Analytics).
Balazs is a world leader in gases, technologies, and services for Industry and Health. We leverage energy and environment transition, changes in healthcare, and digitization to deliver greater value to all our stakeholders.
We are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, customers, patients, community stakeholders, and cultures across the world.
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