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KEY EXPECTED ACHIEVEMENTS

Lead and manage Operation Performance team, including staffing, training

Oversee premium service standards and procedures to ensure consistent and efficient service delivery.

Feel accountable for  monitor and evaluate the team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.

Should have a proactive approach, maintaining high attention to detail and quality.

Guide the team to implements service metrics, such as change quality and customer satisfaction and take proactive measures to drive continuous improvement.

Collaborate with other departments to develop and implement strategies to improve end-user satisfaction, increase service efficiency and achieve business objectives

Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies

Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

Skills:

• 10+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
• Proficiency in relationship management, tracking and monitoring service performance
• Excellent communication and interpersonal/ intercultural skills, with the ability to build rapport and maintain positive relationships with teams and internal stakeholders. . He / she will need to be able to alert management (functional and hierarchical) in a timely manner, when necessary
• Strong abilities in lean management, with a customer-centric approach to resolving service-related challenges.
• Experience in implementing service improvement initiatives and managing service quality standards.
• Abilities  with service management frameworks such as ITIL
• Proven record of achieving service-related KPIs and customer satisfaction targets
• Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment
• Excellent leadership and people management skills. (ICARE behavior).

• Experience in project and production activities (support team for example)

• Experience in leading teams, agile methods, and knowledge of Lean Management

• Good knowledge of Michelin IS is a real plus