Global Support Leader

Ge Power Portfolio; Campinas; Presencial; BRL 150.000 - 200.000; Tempo integral

Resumo da oferta

A global technology company in São Paulo seeks a Global Support Leader to manage support teams and processes for digital technology solutions. This role involves leading improvements in service delivery, collaborating with local and global teams, and ensuring adherence to SLAs and business expectations. The ideal candidate will drive innovation, manage critical projects, and maintain high standards of service quality. Travel may be required for site visits.

Qualificações

• Experience in managing support teams and processes.
• Ability to drive process improvements and innovations.
• Strong project management skills.

Responsabilidades

• Lead teams delivering digital operations and end user support.
• Identify and implement service improvements.
• Manage risks and ensure project delivery.

Conhecimentos

Leadership in digital operations

Process improvement

Automation identification

Project management

Collaboration

Cybersecurity awareness

Descrição da oferta de emprego

Job Description Summary : Responsible for leading a team that implements next generation solutions for how customers receive Digital Technology support.

The Global Support leader is responsible to manage the global support process and local support teams in Power Conversion's sites worldwide, working with the team whenever needed and making sure global services and projects are consistently deployed with quality and on time.

The Global support leader also needs to interact with users, managers and business leaders worldwide and make sure the quality of service delivered is aligned with the SLAs and business expectations.

If improvements are needed, the Global Support Leader needs to create a plan and execute actions to improve the service level.

The Global Support Leader is also responsible for defining processes, policies and KPIs with the CTO and make sure the processes and policies are being followed and measured by the defined KPIs.

Roles and Responsibilities

• Lead a team of employees and contractors focused across the digital operations space to deliver end user support and site support for end users.
• Drive improvements for options and content of self-help.
• Identify opportunities to automate processes for repeated tasks, when possible
• Identify innovations to improve support for end users.
• Identify recurring issues and highlight to service owner; help find opportunities to reduce end user issues.
• Create a working rhythm with the whole support team to ensure all incidents and service requests are closed in a timely fashion and with the quality needed.
• Help the local teams to execute their local projects and follow up project execution, reviewing risks and ensuring the projects are delivered on time and on the right cost.
• Work globally to ensure consistency of services delivered and acceptance of the users for each region.
• Create and maintain a set of processes describing how the global support process should work in a consistent way in all sites of Power Conversion.
• Define, review, and improve the metrics and KPIs used to measure service quality and efficiency.
• Have reviews with the business leaders and user managers and create plans to improve services when needed.
• Work with the Cyber security team to respond to security threats on the client side of the infrastructure.
• Help promote and enforce with end users the needed security standards defined with the Cyber security team
• Foster a work culture at all levels that is positive, collaborative, respectful, innovative, dynamic, with high integrity, and capable of driving positive change over sustained periods of time.
• Travel to Power Conversion sites worldwide might be needed from times to times

Additional Information

Relocation Assistance Provided : No