The role will help define and implement a strategy for service and productivity improvement in the short and medium term. The role will be instrumental in mentoring and coaching the existing support management team to become self sufficient in maintaining and improving the new support organisation going forward. The anticipated duration of the role will be six months with the possibility to extend for a further 3 months.

Primary Objectives

- Trial off shoring first line support with pre-selected vendor.

- Propose and implement re-organisation of internal support resource post off shoring and to meet new business requirements (named accounts etc)

- Propose and implement a service improvement program following a full review of existing processes, tools and policies

- Review existing Service Level Agreement and revise in line with new business objectives, proposed operational re-org and growth

- Define a recruitment, development and retention strategy for the support organisation

- Propose and implement internal productivity improvement measures and reporting metrics

- Implement proven internal and external service level metrics and reporting methods.

Person Specification

- Previous senior management experience of leading a global customer service management organization. Experience must include proven success in improving service delivery, ideally including ‘offshoring’ part or all of the function.

- Should have undertaken at least two interim roles, demonstrating clear and measurable improvement in the client organizations customer service function.

- Excellent communication skills with the ability to clearly articulate an action/project plan to deliver improved customer service provision. Demonstrate experience of coaching and mentoring senior manager to improve performance.

- Ideally experienced gained in software/high tech. industry sector, other industry sectors considered for exceptional candidate.

Summary requirements

Essential

	Proven success in improving service delivery.
	Senior management experience of leading a global customer service management organization.
	Undertaken at least 2 interim roles demonstrating clear and measurable improvement in a customer service function.
	Excellent communication skills.
	Experience of coaching and mentoring senior manager to improve performance.

Desirable

	Experience in off-shoring part or all of function.
	Experience gained in software/high tech sector.
	Experience gained in Technical Support or Helpdesk function.

To be considered for any of the opportunities above, please register and submit your your cv, quoting the appropriate reference.

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