Job Description
Global Service Level Manager
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 Customer Service (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 (BU), such as a commercial product owner.
The Global Service Level Manager ensures the day-to-day relationship with the attributed BU, manages expectations toward the BU and from the BU toward CS. Recurring monthly reporting on the QoS by CS will be consistently and formally delivered to the BU, with the direct ambition to improve the product and service in collaboration with the BU.
The SLM will embed within the BU in order to anticipate product evolution, changes, and activities that potentially impact CS, and ensures timely action when and where needed. The Global Service Level Manager participates in planning cycles, contributes business insights (forward-looking), and engages in strategic activities when needed.
Key Responsibilities
Service Performance Ownership: Actively manages the overall service performance of one or two “new” products. Responsible for CS performance and the cost of delivering agreed service levels. This includes designing an efficient support model and defining the service value proposition.
Continuous Improvement: Leads prioritization of continuous improvement initiatives (e.g., process updates, compliance refinements).
Primary Point of Contact: Acts as the single point of contact within and outside CS for the allocated product portfolio.
Team Leadership: Builds and leads a virtual service assurance team with dotted line responsibilities, including SMEs in Process, Change, Integration, WFM, CS Finance, and Innovation Labs as needed.
Capability & Priority Definition: Defines the capabilities and priorities of the virtual team based on the product’s service level requirements.
Stakeholder Management: Maintains relationships with internal and external stakeholders and is capable of engaging with senior stakeholders such as SVPs and Directors.
New Product Integration Responsibilities
Support Model Setup: Enables rapid product improvements by setting up an initial CS support model that includes ticketing methodology, CS agent resources, and feedback loops.
Project Management: Drives prioritization and efficient resource use from global CS support teams by offering project leadership and gatekeeping across departments.
Scalable Integration: Ensures new products are integrated into the global CS environment in a scalable, timely, and effective manner.
Opportunity Identification: Identifies and validates new opportunities for CS to support new business development and drives delivery through cross-functional collaboration.
Subject Matter Expertise
Functions as a subject matter expert (SME), advising stakeholders including teams in New Business Development, Pricing, and Marketing.
Leverages deep knowledge of CS capabilities (e.g., WFM, OpEx, BPM) to make informed decisions on new support activities.
Service Level Management Responsibilities
Performance Monitoring: Ensures service levels are continuously met by monitoring KPIs, acting on deviations, managing partner performance, and holding monthly SLA reviews.
Product Performance Insights: Provides insights to product owners and collaborates to enhance products using CS data.
Iteration Management: Oversees the integration of new iterations and value-added services into CS through the allocated Service Integration owner.
Comprehensive Ownership: Acts as the go-to contact for all service performance topics related to the assigned product portfolio (e.g., Response Time, Resolution Time, CSAT, NPS, Contact Rate, Support Model, etc.).
Strategic Support: Helps BUs understand CS operations and long-term strategy, while identifying new efficiency or support opportunities.
Business Case Development: Builds business cases for improvement opportunities, validates them with stakeholders, and oversees end-to-end implementation.
Please send your CV or call Toni to discuss further.
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We champion differences in technology recruitment and work with clients who actively wish to diversify their talent force - ALL applicants are welcome to apply.