The Job in Short:
As Director Service Management you ensure service excellence across our rapidly growing global customer and partner base. You bring thought leadership to Backbase, helping to evangelize end-to-end service thinking & ‘customer journey-led’ working to the highest possible standards across our 7 global hubs.
The managed services product can be Backbase led, partner led or customer led. Director Service Management is responsible for implementing and promoting best practices, policies and standards to ensure maximum customer satisfaction and retention levels. The role requires a hands-on, customer focused, technically minded, methodical and organised candidate.
Meet the Job:
● The development and ownership of service excellence with a focus on improving customer and partner perception and satisfaction levels
● To report and provide oversight to senior management on efficiency, effectiveness and continuous improvement of service excellence whilst working collaboratively with all other business areas
● Mentoring and development of service excellence (end-to-end service thinking & ‘customer journey-led’ working) to the highest possible standards
● Provide senior stakeholder input to customer issues and ensure service excellence through to resolution, ensuring all follow up actions are delivered in accordance to SLAs/OKRs
● Regular partner and customer discussions and gathering feedback to build meaningful business relationships and drive loyalty
● Analysing statistics and compile accurate reports on service levels for the senior management team
● Maintain an orderly workflow according to priorities ensuring service excellence is working to maximum efficiency
● Interface with senior contacts in management, cross departments and our customer base, to ensure all service standards are met and exceeded
● Set objectives & key results (OKRs) for service excellence and monitor delivery against these to increase customer and partner satisfaction levels and improve and maintain retention levels
● Frequent international travel and working abroad will be required due to the global nature of the business and service management function
How about you
● Master’s degree or equivalent required, preferably in service management or related discipline;
● Strong business acumen and 15+ years of experience in a global SaaS or consultancy environment, preferably focused on financial services domain;
● You have implemented and led service excellence in a fast-paced international SaaS company before;
● You have solid understanding of enterprise-level software and services, and key concepts in the development, implementation, maintenance and operation of such products;
● You are customer-centric, service oriented and have the ability to work with others to develop joint solutions and break down barriers;
● You have a management style that is collaborative, energetic and results-oriented;
● You are pragmatic, have an innovative thinking with a passion for problem-solving;
● You take ideas and concepts, and visualize them in ways such that they are communicated effectively and compellingly for internal leaders, partners and customers;
● You have strong written and verbal communication skills in English;
● You are passionate, energetic, ambitious and a “go-getter”
