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Customer Service Operations Manager
hace 1 mes
We are seeking a Customer Service Operations Manager - ITIL to join our team in Mexico.
Key Responsibilities- Oversee, facilitate, and administer ITIL based service support and/or technical account management on a 24x7 basis.
- Manage and oversee service delivery processes, including incident management, problem management, request management, change management, service level management, and configuration management.
- Coordinate resources, manage client relationships, resolve disputes and technical issues, and communicate at various levels during service engagements.
- Individuals who have mastered the basic principles of the role and can handle more complex problems and projects.
- Problems handled require standard solutions, and they may manage small projects with oversight from their supervisor.
- Assigned to basic service delivery processes and associated projects, compiling, analyzing, and reporting statistical data and trends relating to service level compliance and operational effectiveness.
- Provides resolution to an assortment of client problems and/or requests.
- Adapts communication techniques for audiences at multiple internal and external levels.
- Typically requires 4-7 years relevant experience, an undergraduate degree or equivalent combination of education and work experience, and a basic understanding of ITIL processes and principals.
- Able to physically perform general office requirements, with or without reasonable accommodations.
- Travel, including overnight domestic or international trips, may be required.
NTT DATA Services is a trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We help clients innovate, optimize, and transform for long-term success as a Global Top Employer with diverse experts in over 50 countries.
The estimated salary range for this position is $70,000 - $110,000 per year, depending on location and experience.
