Client Support Operations Lead

Client Support Operations Lead
Malaga (hybrid)
Permanent
50000 - 55000 p/a

The Role

We are partnered with a world class IT services provider based in Spain but working with clients on a global scale. They have created a new opportunity for a Client Support Operations Manager to own how Client Support operates. This isnt a role for someone to run tickets but to decide how tickets should be run.

Youll define the processes for Service Desk and Desktop Support - document them enforce them measure them and improve them. This will include IAM Joiner Mover Leaver (JML) processes Access requests and approval workflows and Ticket handling standards and escalation doing so youll remove ambiguity in how work is done ensuring clear ownership accountability and expected outcomes. Your remit will also include driving continuous improvement and reducing manual effort rework and operational risk through standardization and automation.

Early on youll shadow the teams and gather feedback on where the real problems are then as the role progresses you will build KPIs and dashboards that properly measure success. You will also attend regular meeting with the team leads to ensure prioritise are aligned.

The successful Client Support Operations Manager will have:

• A strong background in IT Support operations and IAM
• Real experience in identity lifecycle access governance JML and access removal
• The ability to own documentation policies and governance and experience defining measurable KPIs building reports and spotting trends in data before driving corrective actions
• Strong stakeholder engagement skills with the ability to challenge teams and align Service Management Infrastructure and IT Solutions

If you are interested to find out more please apply for the role with an up to date copy of your CV. If you have any questions that you would like to discuss first please call Adam on.

Adam

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