Customer Service Director

hace 3 semanas


Madrid, Madrid, España Ntt A tiempo completo
Director, Customer Services

Ntt is seeking a seasoned professional to lead our Customer Services team. As a Director, Customer Services, you will be responsible for ensuring the delivery of exceptional services to our clients within Region / Country or Services Division.

Key Responsibilities:
  • Manage the financial performance of Customer Services within a Region / Country or Services function, including growth, delivery profitability and technology innovation.
  • Translate the strategic objectives into specific, actionable, and measurable goals that guide the day-to-day operations of the team.
  • Collaborate with senior leadership on the delivery of the roadmap development of service / product offers to be taken to market.
  • Define service / product value propositions that are easily understood.
  • Create strong interlocks between sales force teams and services delivery.
  • Define the standards to be set for client satisfaction and oversee the implementation of client service policies, procedures and standards that will ensure the continued satisfaction of clients.
  • Drive a culture of continuous improvement within the team, implementing best practices and driving process enhancements.
  • Continuously assess and optimise service delivery processes, tools, and methodologies to enhance service quality.
  • Oversee the development and execution of new delivery methodologies and ensure alignment to best practice.
  • Ensure service delivery excellence, identifying new business opportunities where applicable.
  • Manage and mentor the team within remit to ensure achievement of team and individual objectives.
  • Present at seminars, work sessions and advanced workshops on relevant information technology aspects.
  • Stay up-to-date with industry trends, emerging technologies, and best practices.
  • Collaborate with vendors and partners to ensure seamless integration of third-party services within the managed services environment.
  • Manage key metrics and trends and provide insights to improve service delivery to senior leadership.

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