Service Operations Manager

hace 1 semana

Las Rozas, Madrid, España Johnson Controls A tiempo completo
About the Role

We are seeking a highly skilled and experienced Service Operations Manager to join our team at Johnson Controls. As a key member of our global service delivery team, you will be responsible for enabling service excellence and customer satisfaction through focused attention to Retail customers.

The ideal candidate will have a proven track record of managing large-scale service environments, building and executing on global service delivery teams, and driving organization-wide process improvement.

You will be responsible for monitoring and supervising customer support activities, ensuring that customers receive the highest standards of care and efficiency when resolving their problems.

Additionally, you will be responsible for establishing quality goals, focusing on prevention, and driving organizational improvement.

You will also be responsible for reviewing all open service cases daily, ensuring they are assigned and scheduled properly, creating and reviewing SLA performances, and maintaining compliance with Operations KPIs.

As a Service Operations Manager, you will be the single point of contact for assigned Partners for service support, providing an escalation point for all service-related issues, and working with partners support resources to resolve escalated incidents.

You will also be responsible for identifying opportunities for ongoing process improvements, setting and managing the workload and priorities of the Partners team, and collaborating with other team members to develop an improvement plan.

The successful candidate will have a strong background in IT, technology, services, and operations, with experience in implementing scalable business processes and driving organization-wide process improvement.

You will be a logical problem-solver with excellent troubleshooting and problem-solving skills, and a hands-on approach to managing complex service delivery environments.

We offer a competitive compensation package, job stability, training, and the possibility of professional development, as well as an excellent work environment.

As a member of our team, you will have the opportunity to make a difference and contribute to the success of our global service delivery team.

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