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Drive Service Excellence Lead

hace 2 meses

Madrid Centro, Madrid, España Empresa reconocida A tiempo completo

Company Overview

Empresa reconocida is a leading provider of digital employee experience solutions. Our cloud-native platform combines real-time analytics, automation, and employee feedback to help IT teams delight people at work.

About the Role

We are seeking a highly skilled and motivated individual to lead our Delivery Consultant Team. As the Team Leader, you will be responsible for managing and guiding the team to deliver exceptional service to our customers.

Key Responsibilities:

  • Manage and guide the Delivery Consultant team to ensure successful delivery of services to our customers.
  • Develop and maintain a positive and collaborative team environment that fosters innovation and continuous improvement.
  • Collaborate with Service Delivery Managers to ensure that our customers receive the best possible experience with our company.
  • Lead the team to develop advanced content for customers and handle testing, pilot, and production deployment.
  • Ensure the team analyzes and benchmarks customer's dataset to drive insights for ongoing operations.
  • Ensure the team creates analytical reports and performs ticket analysis to provide recommended action plans.
  • Provide guidance and insights to the team on end-user computing common issues and proper ways to solve it for enterprises.
  • Ensure the team translates analytics findings into appropriate content/solution in our platform.
  • Ensure the team understands customer requirements to advise and implement a relevant solution in line with industry best practices.
  • Seek to continuously improve relevant technical knowledge and skills.
  • Stay current on product development/releases to a level required for the above activities.
  • Work against a set of Service Levels (SLs).

Qualifications:

  • BA/BS degree in computer science, computer engineering, or related field.
  • Minimum of 5 years of experience in technical consulting, analytics, and automation.
  • Extensive technical knowledge on end-user computing.
  • Exposure to Digital Transformation projects, preferably End-User related.
  • Good troubleshooting skills and technical knowledge of IT operations and ITIL.
  • Good knowledge of IT operations in challenging environments.
  • Ability to quickly learn new technologies in an unsupervised environment.
  • Excellent teamwork and communication skills.
  • Enthusiasm for working in an international, collaborative, and fast-paced environment and learning new technologies.
  • Practical knowledge of JSON, SQL, XML, Windows PowerShell. Practical experiences in data integration.
  • Preferred: knowledge of data science and how to use scripting and visualization tools to provide insights.