UK Expertise Lead – BoxTop Support & Service Delivery
The Descartes Systems Group Inc.
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Benefits offered by this job
Job summary
Descartes Systems Group Inc. is seeking a senior leader to own and develop the UK Expertise Centre for BoxTop, a critical freight and supply chain software platform.
You will drive 24/7 service resilience, incident management, and escalation processes to meet SLAs and customer expectations. You will mentor a technical support team, improve diagnostic documentation, and collaborate with Product, R&D and Professional Services to deliver sustainable improvements across the product and support
Qualifications
- Proven experience leading and developing a technical software support team.
- Experience supporting business-critical software applications and customers.
- Strong knowledge of incident, request, escalation and problem management.
- Experience managing service delivery against defined SLAs and KPIs.
- Excellent communication and coaching skills; able to lead under pressure.
Responsibilities
- Lead and develop the UK Expertise Centre supporting BoxTop.
- Ensure strong service performance and timely incident resolution.
- Coach and grow the team with measurable outcomes.
- Escalate and coordinate with R&D, Product and Professional Services.
- Build trusted customer relationships and drive continuous improvement.
Skills
Job description
Descartes Systems Group Inc. is seeking a senior leader to own and develop the UK Expertise Centre for BoxTop, a critical freight and supply chain software platform.
You will drive 24/7 service resilience, incident management, and escalation processes to meet SLAs and customer expectations. You will mentor a technical support team, improve diagnostic documentation, and collaborate with Product, R&D and Professional Services to deliver sustainable improvements across the product and support
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