Boutique Service Excellence Manager - IT Support Services for EMEA Boutiques

Descripción del puesto:

Position Overview
As a Boutique Service Excellence Manager at (COMPANY NAME), you will play a critical role in ensuring seamless IT support services and exceptional customer satisfaction for our boutique locations. Your responsibilities will encompass managing communication channels, optimizing service delivery, and collaborating with stakeholders. Additionally, you'll oversee a regional remote desk operated by a third-party provider.
You will report to the Retail IT Program Director in the (COMPANY NAME) Tech Europe Team.
Frequent travel to be expected - Position based in Neuilly.
Responsibilities:
* IT Service Management:
* Develop and implement strategies to enhance IT service quality.
* Coordinate with the IT teams to ensure efficient incident resolution linked to business impact.
* Monitor and improve service desk performance metrics.
* Oversee the day-to-day operations of the service department, ensuring smooth functioning and optimal performance.
* Foster a collaborative and motivated team environment.
* Develop and implement strategies to enhance service quality and efficiency.
* Communication and Stakeholder Engagement:
* Serve as the primary point of contact for boutique managers and staff and for local IT support teams.
* Facilitate effective communication between the remote desk team, local IT support Teams and boutiques.
* Enhance the overall customer experience by aligning service objectives with business goals.
* Address inquiries, concerns, and escalations promptly.
* Customer Relationship Management:
* Build and maintain strong customer relationships with boutiques and markets.
* Understand individual customer and markets needs and provide personalized service solutions.
* Address customer inquiries, concerns, and feedback promptly and professionally.
* Service Desk and Vendor Management:
* Oversee the third-party remote desk service provider.
* Monitor service level agreements (SLAs) and adherence to contractual terms.
* Set and track service metrics and goals.
* Evaluate service desk effectiveness and make necessary improvements.
* Escalate issues as needed to maintain service excellence.
* ServiceNow Expertise:
* Leverage your proficiency in ServiceNow to streamline processes.
* Collaborate with the IT teams to configure and optimize ServiceNow workflows nd the new Contact Center module CSM.
* Ensure accurate incident logging and tracking.
* Continuous Improvement:
* Identify opportunities for process enhancements and automation.
* Implement best practices to enhance service efficiency.
* Regularly review and update documentation.
Qualifications:
* Master's degree in a relevant field (e.g., Computer Science, Customer Service Management).
* Proven experience as an IT Service Manager (at least 7 years - experience)
* High-level expertise in communication, both written and verbal. Pedagogical ability.
* High-level expertise and certification on ServiceNow ITSM is a must. Expertise on CSM module strongly appreciated.
* Strong leadership skills and the ability to motivate and guide a team.
* Excellent problem-solving abilities and customer-centric mindset.
* Strong analytical skills and problem-solving abilities.
* Ability to manage remote teams effectively.
* Languages: Fluent in French and English
* Sense of service and proactivity so that solutions best meet business needs. Rigor in the analysis of a need.
* Team spirit

Additional Notes:
The successful candidate will be adept at balancing technical expertise with effective communication to ensure seamless IT support services and exceptional customer satisfaction for our boutique locations. Experience in managing remote desks or outsourced service providers is highly desirable