Service Leadership Manager
5 days ago
Job Title: GTO Service Manager
About the Role:
We are seeking a skilled GTO Service Manager to lead and manage our Operation Performance team, ensuring consistent and efficient service delivery. The ideal candidate will have a strong background in service management, with experience in implementing service improvement initiatives and managing service quality standards.
Key Responsibilities:
- Lead and manage the Operation Performance team, including staffing and training.
- Oversee premium service standards and procedures to ensure consistent and efficient service delivery.
- Maintain high attention to detail and quality, guiding the team to implement service metrics and drive continuous improvement.
- Collaborate with other departments to develop and implement strategies to improve end-user satisfaction, increase service efficiency, and achieve business objectives.
- Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools, or technologies.
- Stay updated on industry trends, best practices, and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
Requirements:
- 10+ years of experience in service management or a related role, with knowledge of service management principles, processes, and best practices.
- Proficiency in relationship management, tracking, and monitoring service performance.
- Excellent communication and interpersonal/intercultural skills, with the ability to build rapport and maintain positive relationships with teams and internal stakeholders.
- Strong abilities in lean management, with a customer-centric approach to resolving service-related challenges.
- Experience in implementing service improvement initiatives and managing service quality standards.
- Abilities with service management frameworks such as ITIL.
- Proven record of achieving service-related KPIs and customer satisfaction targets.
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Excellent leadership and people management skills.
- Experience in project and production activities.
- Experience in leading teams, agile methods, and knowledge of Lean Management.
- Good knowledge of Michelin IS is a real plus.
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