05 ott - Italia
OverIT - Field Service Management
Global Customer Support Manager – Over IT Field Service Management Over IT is a global Software‐as‐a‐Service (Saa S) company with a strong presence in North America and Europe. We empower organizations in the power, utility, telco and transportation industries to manage mission‐critical infrastructures efficiently and safely through cutting‐edge Field Service Management software solutions. Leveraging advanced technologies such as Machine Learning, Augmented Reality, Internet of Things and Geographic Information Systems, we help ensure these essential infrastructures are always on. We're looking for a seasoned leader to manage and scale our global customer support organization.
What you'll need
Extensive experience leading large, international support organizations Proven ability to manage and scale teams in fast‐paced, high‐growth environments Track record of working directly with enterprise clients, with a focus on customer satisfaction and retention Experience managing complex service models, including partner‐delivered support Strong leadership presence,
operating effectively in high‐pressure and ambiguous contexts Excellent communication and stakeholder management skills, including influence at all levels Passion for people development and team motivation Excellent knowledge of the ITIL framework, particularly Incident, Problem, Service Request and SLA management Deep understanding of service‐desk operations and industry best practices Experience using Jira Service Management or similar platforms Familiarity with AI‐based tools and automation to enhance support operations and improve efficiency Understanding of cloud architectures (Iaa S, Paa S, Saa S models) Working knowledge of Oracle DB and Java‐based applications Fluent in English and Italian What you'll do Manage, develop and coach the Global Support Customer team Manage external partners and service providers Define and own the staffing and performance‐management strategy of the unit Oversee resource alloc
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