
Service Desk Operations Director
6 days ago
Service Desk Operations Excellence
Join us as a Service Desk Operations Director in Västerås, Sweden. You'll lead a dedicated team of process-driven individuals who share your passion for delivering exceptional results.
Our company has a diverse portfolio that caters to various customer needs, from high-speed trains to trams, metros, and turnkey systems. As a key member of our team, you'll be responsible for:
- Leading a customer-focused support desk team,
- Ensuring effective KPI management to assess team performance and project progress,
- Overseeing delivery management to guarantee timely and efficient project execution,
- Tracking warranty obligations to ensure compliance and customer satisfaction,
- Facilitating communication between internal teams and stakeholders,
- Nurturing a culture of leadership, resilience, and continuous learning within the team,
- Implementing process-oriented approaches to streamline support desk operations.
Requirements
For this role, you'll need:
- A degree in Business Administration, Management, Engineering, or a related field,
- Experience or understanding of customer service and delivery management,
- Knowledge of Key Performance Indicators (KPIs) and their management,
- Familiarity with warranty tracking and warranty obligations,
- A strong process orientation with a methodical approach to problem-solving,
- Excellent communication and leadership skills,
- Resilience and adaptability in a fast-paced environment.
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