Customer Operations Lead Milano

Customer Operations Lead
Milano
Lombardia, Milano

Job title: Customer Operations Lead

Position Summary

Our Customer Operations Lead will be accountable to manage and support our key Enterprise Global Restaurant accounts across Europe.

You will own and develop a customer centric approach to ensuring customer satisfaction at all times while working with internal and external service providers.

This position will be based in Italy and reports to the Customer Operations & Service Delivery Director, Restaurants.

Key Responsibilities

- Responsible for the overall quality of service and performance of NCR Voyix's Services Offering (including Support, Field Services, Parts and Logistics Services)

- Ensuring the relevant systems, methodologies and procedures are in place to achieve NCR Voyix's contractual agreements

- Owner of the Incident, Request, Change and Escalation and Continuous Improvement processes

- Assist with support of issues regarding service delivery such as missed SLAs, recurring hardware problems or excessive downtime, parts-related service issues, service entitlements, access to NCR Voyix systems, assist with invoicing and out-of-scope T&M billing

- Tracking of all service performance metrics

- Analyse and report on key Support metrics based on agreed SLA's

- Provision of accurate and timely reports and information as per agreed cadence

- Developing a strong understanding of customer changes that may impact on NCR Voyix's Service performance

- Driving internal and customer meeting governances

- Be the primary first point-of-contact for the customer relating to service delivery matters

- Be an ambassador for NCR Voyix, working closely with the customer to provide effective communication on service delivery matters and building relationships to ensure effective dialogue between teams

Qualifications:

- 3+ years of related experience

- Proficient in English and Italian (written and spoken)

- Extensive Service Delivery experience

- Bachelor's degree or relevant industry experience highly regarded

- Managed Services experience highly desirable

- Demonstrated proficiencies in the Microsoft Office Suite