
Head of Global Operations
4 days ago
Strategic:
- Establish a unified organization to support direct customer and indirect channel customers on service desk activities.
- Ensure a single view on all SOC related tickets and distribute the workload towards SOC entities.
- Drive a transformation project to consolidate delivery hubs, ensuring the right amount of teams in the right place for a 24x7 EU and global delivery model.
- Promote a continuous improvement mindset, leveraging automation to drive operational efficiency and excellence.
Tactical / Operational:
- Capacity management: ensure the right numbers of resources are in place.
- Monitor the quality of the service.
- Actively follow up on Service Improvements Plans impacting the service desk.
- Regularly review key KPIs.
People Management:
- Service desk team leaders within Global Operations.
- Service desk team managers within Global Operations (+/- 70 persons in 4 countries).
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