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VP Global Customer Operations Manager (001516) in London at Inmarsat

Date Posted: 4/3/2018

Job Snapshot

Job Description

Primary role purpose:

Inmarsat’s Service Delivery and Customer Support function is one of the key delivery teams within the Chief Operations Office (COO). It is comprised of a number of specialisms including Customer Service, Service Evolution, Field Support, Training and Installations, Supply Chain and Service Management. The VP Global Customer Operations is accountable for delivering first class customer and technical support on a 24x7x365 basis to Inmarsat's customers globally. S/he leads the global teams responsible for the customer and technical support of Inmarsat’s range of products and value-add services. Support teams based in Singapore, Norway, the UK and US and deliver this service around the clock to Inmarsat's customers wherever they may be located. Our customers work in extreme locations and demand the very best service, the VP Global Customer Operations is responsible for the delivery of that service.

Job Requirements

Key Responsibilities:

  • Overall responsibility for Global Customer Operations, including all customer support enquiries, provisioning of new service requests and technical incident management
  • Provide leadership and direction for 8 regional Managers and over 90 indirect reports
  • Development of a vision and strategy for Global Customer Operations, that sets the industry standard for the satellite communications market and enhances leadership in every major market
  • Direction of a global transformation programme that will streamline customer support processes and procedures, while continuously reviewing the on-going needs of the business and aligning strategy to local customer requirements
  • To lead the Global Customer Operations team in managing the technical in-life cycle of the services we provide to our customers as the first and key point of contact for our customers.
  • To ensure all activities are managed within common processes based on ITIL across the globe and within the agreed Service Level Agreements and KPI’s
  • Support the development of support models for new services along with the Service Evolution team
  • Identify and develop critical tools and processes that enable Global Customer Operations to deliver its services to customers with excellence
  • Collaborate in the development of new services to ensure they can be supported to the highest possible standard, as and when required.
  • Drive innovation in Customer and Technical Support environments to reduce costs, improve customer satisfaction and enhance self-service capabilities for customers
  • Provide analysis of service performance and initiate improvements programs that continuously improve customer service and drive customer satisfaction
  • Collaborate with colleagues and peers to develop and implement a new service strategy that includes Customer Support, field service teams, logistics and other relevant internal/external parties to enable seamless support to customers during the support lifecycle
  • Responsibility for setting up and managing the annual budget for Global Customer Operations
  • Delivery of Customer Satisfaction, SLA’s and budget objectives.
  • Delivery of regular reports on customer satisfaction with Inmarsat's support services

Essential Knowledge and Skills:

  • Degree or equivalent qualification in a relevant subject
  • Solid experience in a Customer/Technical Support environment with responsibility for managing globally dispersed support teams in a similar capacity, preferably within the telecoms, satcoms or IT sectors
  • Experience of leading Customer/Technical Support teams through times of change and transformation
  • Ability to coach others to perform and deliver a step change in services delivered to customers
  • Demonstrable knowledge and experience of Project Management methods (e.g. Agile, PRINCE2, PMP, etc.) - strong project management, analytical and forecasting skills
  • Demonstrable Service Management experience – dealing with customers, internal support groups / resolver groups and third party vendors/suppliers who make up Inmarsat's delivery model
  • Excellent knowledge of IT Infrastructure Library (ITIL) best practice for Incident, Service Request, Problem and Change Management
  • Ability to influence and drive service improvements in an effective and persuasive manner
  • International Travel may be required for short periods of time.

Desirable Knowledge and Skills:

  • Knowledge of Satellite communications technology and/or the telecoms industry
  • Excellent oral and written communication skills with the ability to present ideas and influence

Personal qualities fundamental to success in this role:

 

  • An absolute focus on the customer and the customer experience
  • Ability to work under pressure and deal with conflict and ambiguity
  • A passionate desire to identify, drive and deliver service improvements
  • A demonstrated ability to work across organisational and global boundaries.
  • Objective and multidisciplinary thinking
  • A high integrity
  • Ability to provide and receive constructive feedback
  • Ability to recognise issues quickly and take action
  • A drive for self-development
  • Ability to be flexible in a growing organisation
  • Team player with good interpersonal and communication skills

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