Customer Ops Specialist Sr.

Requisition Number:   Senior Customer Operations Specilaist Location:  This is a hybrid opportunity in Delhi NCR, Bangalore, Gurugram area. Insight at a Glance 14,000+ engaged teammates globally with operations in 25 countries across the globe. Received 35+ industry and partner awards in the past year $9.2 billion in revenue #20on Fortune’s World'sBest Workplaces list #14 on Forbes World's Best Employers in IT – 2023 #23 on Forbes Best Employers for Women in IT- 2023 $1.4M+ total charitable contributions in 2023 by Insight globally Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator  with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions. About the role As a Senior Customer Operations Specialist , you will be accountable for executing the core processes, proactively and to a high standard, ensuring high levels of client satisfaction. We will count on you to execute and govern ITIL processes for Insight EMEA clients, as part of the SGDA team. Along the way, you will get to: Own the execution and governance of core Service Management processes allocated to the role, in line with the relevant practice alignment documentation  Monitor the SLAs and operational KPIs that underpin the processes, flagging exceptions and leading action where failures are persistent  Identify opportunities to improve the processes and communicate these to the appropriate teams within the practice  Proactively escalate issues with process operation and adherence to the leadership team  Ensure that documentation associated to the execution of the process for each practice is up-to-date and stored in the correct location  Proactively engage with the wider Service Management team  Deal with any challenges, performance problems and conflict between functional teams, including 3rd parties  Ensure that quality procedures and standards are adhered to and effectively maintained and controlled  Continual assessment and management of risk in their relevant practice, including financial consequences  What we’re looking for Educated to degree level or can demonstrate equivalent professional experience Technical certification in the Microsoft technology stack  Hold ITIL v4 Foundation as a minimum ITIL v4 Expert qualifications 5+ years’ experience in Service Management roles Project Management experience and qualifications High level of written and spoken English Experience working with global teams  Exceptional organisational stills, delivering multiple competing priorities  A keen interest in diversity, equality and inclusion Strong analytical and problem-solving skills, leading to the implementation of service improvements Enthusiastic, pragmatic and self-managing with strong leadership and management skills What you can expect We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include: Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year. Medical Insurance Health Benefits Professional Development: Learning Platform and Certificate Reimbursement Shift Allowance But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities. Join us today, your ambITious journey starts here. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from youToday's talent leads tomorrow's success. Learn more about Insight:  Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.