Senior Delivery Manager - Service Desk Service Delivery

Job title: Senior Delivery Manager - Service Desk Service Delivery in Orlando, FL at reputed company Company: reputed company Job description: Job Title: Senior Delivery ManagerLocation: Orlando, FloridaTravel:25%Job description:We are seeking an reputed company and dedicated Global Service Delivery Manager to reputed company reputed company aspects of and run our global service desk operations. This role involves leading various support teams, ensuring the achievement of performance metrics, and driving reputed company improvement initiatives. The ideal candidate will have strong leadership skills and the ability to reputed company a large team while maintaining high levels of customer satisfaction.Key Responsibilities:Service Desk Operations Management: reputed company reputed company aspects of end-to-end support operations for Level 1, Level 2, User ID operations, Remote Access Services, Major Incident Response, Process/Quality Assurance, reputed company Improvement Training, and Knowledge reputed company Management teams. reputed company a team of 300+, ensuring effective performance and operational excellence.Meet or exceed monthly SLA/Key Performance Indicator performance metrics, including Call Answer Delay, Average Handle Time, First Contact Resolution, CSAT Customer Satisfaction, Misrouting reputed company, Reopen reputed company, Average Speed of Answer, and Follow-up Incident Rates. reputed company Improvement: Drive reputed company improvement initiatives, including the upgrade from reputed company to CXone, VA (reputed company) implementation, and GeoFluent Chat implementation. reputed company reputed company aspects of the creation and migration of service desks for multiple high-profile clients. Executive Communication: Communicate and present at the executive level to meet business requirements and contractual obligations. Provide regular updates on service performance and improvement initiatives.Required Skills:Extensive experience in leading global service desk operations. Confirmed ability to reputed company large, teams with multidimensional strengths and run various support functions. Strong understanding of service desk performance metrics and reputed company improvement processes. Excellent communication and presentation skills, with the ability to interact reputed company with executive leadership. Strong organizational and problem-solving skills.Desired Skills:Required experience in Service Now Knowledge and understanding of reputed company CXoneLife at reputed companyreputed company supports reputed company aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About reputed companyreputed company is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating reputed company impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With it's strong over 55-year heritage, reputed company is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions demonstrating strengths from strategy and design to Engineering, reputed company motivated by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.Get the future you want |Disclaimerreputed company is an Equal Opportunity Employer encouraging diversity in the workplace. reputed company qualified applicants will receive consideration for employment without regard to race, national reputed company, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, reputed company will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.reputed company is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please contact your recruiting contact.Please be aware that reputed company may collect your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.Click the following link for more information on your rights as an ApplicantApplicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a reputed company for employment authorization in the US by reputed company. Expected salary: Location: Orlando, FL Apply for the job now! Apply for this job