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Service Delivery Manager
2 weeks ago
We are seeking a highly motivated Service Delivery Manager to join our team at MiTek Australia (Asia Pacific region). In this critical role, you will be responsible for establishing target service level metrics that exceed customer expectations of helpdesk wait times, first-time resolution, and onsite support/training.
You will work closely with the global CX team to build and refine processes, digital solutions, design, and deployment, while establishing global coverage and support opportunities on alike technology. Your expertise will guide CX leaders and teams in establishing consistent training, goal setting, and career development.
Able to use Microsoft Office Applications, you will deliver monthly reports on metrics achieved to various internal stakeholders and customers. With oversight on scheduling of CX tech services and engineering team in field and helpdesk coverage, you will also provide yearly performance reviews of direct reports and guidance to leaders to ensure a consistent approach.
- Establishing target service level metrics that exceed customer expectations
- Collaborating with the global CX team to build and refine processes
- Providing guidance to CX leaders and teams in establishing consistent training
- Delivering monthly reports on metrics achieved to internal stakeholders and customers
