Director of Support Service Management

JOB ID: ESS-L7-17

Job Title: Director of Support Service Management

Job Type: Full-time

About Void Solutions:

At Void Solutions, we aim to contribute to the global service sector's excellence. Rooted in a commitment to quality, we aspire to provide exceptional services to our clients. Our unwavering dedication to extraordinary services is reflected in our steady growth, even during challenging times. As we expand our global footprint, from India to Dubai, Switzerland, and now Canada, our journey is defined by a passion for excellence and a relentless pursuit of transformative solutions.

Job Description:

The Director of Support Service Management is responsible for overseeing the support services department, ensuring exceptional service delivery, customer satisfaction, and continuous improvement. This role involves strategic planning, team leadership, and collaboration with other departments to align support services with the overall goals of the organization.

Responsibilities:

1. Develop and implement the strategic plan for the support services department.
2. Align support service goals with the company’s strategic objectives.
3. Lead, mentor, and develop a high-performing support services team.
4. Foster a customer-centric culture within the support services department.
5. Ensure a high level of customer satisfaction by monitoring and improving service quality.
6. Develop and implement customer service policies, standards, and procedures
7. Establish key performance indicators (KPIs) and metrics to measure service performance.
8. Conduct regular performance reviews and implement improvement plans as needed.
9. Identify and implement process improvements to enhance efficiency and service quality.
10. Utilize data and analytics to drive decision-making and continuous improvement initiatives.
11. Develop and manage the department’s budget, ensuring cost-effective service delivery.
12. Optimize resource allocation to meet service demand and operational goals.
13. Oversee the selection and implementation of support service management tools and technologies.
14. Ensure the team is trained and proficient in using support service tools.
15. Ensure all support service activities comply with company policies and relevant regulations.
16. Identify and mitigate risks associated with support services.
17. Generate comprehensive reports on support service performance and present findings to senior management.
18. Analyze customer feedback and service data to identify trends and improvement opportunities.

Requirements:

• Bachelor’s degree in Business Administration, Information Technology, or a related field. A Master’s degree is preferred.
• Minimum of 15 years of experience in support service management or a related field, with at least 5 years in a senior leadership role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strategic thinking and problem-solving skills.
• Proficiency in support service management software and tools.
• Strong analytical and reporting skills.
• Ability to manage budgets and resources effectively.

Benefits:

• Competitive salary with performance-based incentives.
• Opportunities for career growth and advancement.
• Training and development programs.
• Health insurance and other benefits as per company policy.

Salary Range: INR 25,00,000 - INR 50,00,000 per annum

How to Apply:

If you believe you are the right fit for this role, please send your resume to careers@voidsolutions.in. We look forward to hearing from you!