Global Service Level Manager (For independent contractors)

Please note, this is a 6-month assignment for freelancers

The pay rate is 85-145 EUR/hour.

The Global Service Level Manager (SLM) is part of the CS Service Experience Design department under the Service Management umbrella. This role assesses the service performance of CS for a vertical or horizontal product (or portfolio of related products) and is accountable for the overall quality of service (QoS) facing the respective business unit (commercial product owner).

The Global Service Level Manager ensures the day to day relationship with the attributed business unit (BU), manages expectations towards the BU and from the BU towards CS. Recurring monthly reporting on the QoS by CS will be consistently and formally delivered to BU with the direct ambition to improve the product and service in collaboration with the BU. The SLM will embed in the BU in order to anticipate product evolution/changes/activities that potentially impact CS and ensures timely action when and where needed.

The Global Service Level Manager participates in planning cycles adding business insights (forward looking) and any other strategic activity when and where needed.

Reponsibilities:

The Global Service Level Manager:

• Actively manages the overall Service Performance of one or two “new” products. The role holder will have the end responsibility of the CS performance relative to the product range as well as the cost required to deliver the agreed service levels. This includes the set-up of the most effective and efficient support model and the definition of the service value proposition.

• Leads the prioritization of continuous improvement activities of the service at hand (process iterations, compliance adjustments, …)

• Is the single point of contact within CS and outside CS (Business) owners for the allocated horizontal/vertical product portfolio.

• Sizes and manages a virtual service assurance team (dotted lines) composed out of Process, Change, Integration, WFM and CS Finance SME including (if required) Innovation Lab capacity required to continuously improve/enhance the allocated product(s).

• Defines capabilities and priorities of the virtual team based on the service level requirements of the owned vertical or horizontal.

• Manages the relationship with internal (CS Departments) and external (BU, Supply and Demand) stakeholders - SPoC

• Has the required seniority to face sr stakeholders (SVP and (sr) Directors BU) Within the mature product range new product integration tracks will be owned as well by the Global Service Level Manager.

• Here she/he:

1. Enables rapid product improvement and validation, by setting up an initial CS support model (ticketing methodology,, allocation of CS agent resources/skills and feedback loop for actionable customer experience insights) that accelerates learnings on both the BU and CS side.

2. Drives prioritization and efficient investment of resources from all CS Global Support teams in the various phases of integration by successfully providing cross-departmental project management and gatekeeping;

3. Contributes to business growth, by fully integrating the customer service on the new product in our global CS environment in a scalable way allowing new products to timely and gradually scale.

• The Global Service Level Manager identifies, validates and effectively addresses new opportunities for CS to support new business development.

• The role identifies, validates and prioritizes new requirements and secures cross-functional collaboration and delivery in CS Global Support to address these.

• The Global Service Level Manager is expected to function as an SME, and voluntarily advices stakeholders in the business (e.g. New Business Development teams in Experiences, Pricing and Marketing).

The Global Service Level Manager has deep knowledge of all CS capabilities (WFM, OpEX, BPM, …) so informed proposals and decisions with regards to new activity to support within CS can be made.

Manage and own the service level of the allocated product (portfolio):

• Ensures that the agreed service levels are met on a continuous basis by:

1. monitoring the service levels and act upon deviations

2. service manage the supply partner(s) by monitoring their performance against the contractual SLA’s and have monthly Service Level Meetings with these partners driving improvement initiatives

3. providing insights to the product owners on the performance of their product

4. driving product enhancements in collaboration with the BU at hand based on CS intelligence (data)

• Manage the integration new iterations/added value service of the product by:

1. having the allocated Service Integration owner managing new product iterations or related products from ideation over testing and piloting into fully CS supported product within agreed deadlines and performance expectations.

• Be the single point of contact for all service performance related questions of the owned product range (Response time, Resolution Time, CSAT, NPS, Most frequent enquiry types, Service Integration states of products in incubation, Contact Rate, Enquiry based unit cost, Support Model, CS Value Proposition, ….

• Support the BU’s in understanding the working of CS and the CS long term strategy. Identify, validate and address new opportunities for CS to improve support overall and/or new business development

• Identify new opportunities for CS wide to more efficiently and effectively support our business areas

• Develop a business case to address cost/benefits of opportunity areas with the allocated product portfolio and validate the opportunity with senior stakeholders

  
  

• Once the business case is approved, manage the identified service improvement opportunities till full deployment across CS.

Requirements:

• Thorough knowledge of CS and its functioning

• Thorough knowledge of Service Level definition, implementation and management

• Experience working with BU’s

• Knowledge about product development.

• >3 years experience in cross-departmental program management.

• Excellent Senior stakeholder management skills.

• Proven experience in managing virtual teams across departments and geographies.

• Service Design skills (e.g. customer journey mapping/design and process design).

• Experience in Business Case writing and defending towards sr Management (CSLT, BU Sr Mgt)

• Knowledge about operational support models

  
  

• Understanding of outsourced CS operations