The role oversees the global support ecosystem for EPC products within the Digital Delivery Services (DDS) Innotech division
Job Summary
The role oversees the global support ecosystem for EPC products within the Digital Delivery Services (DDS) Innotech division.
Candidates must manage hierarchical teams including Level 3 experts and globally distributed Level 2 support staff to maintain operational integrity.
Responsibilities include monitoring performance KPIs, managing service level agreements, and driving product roadmap improvements based on customer feedback.
Matching Summary
The role oversees the global support ecosystem for EPC products within the Digital Delivery Services (DDS) Innotech division.
Skills & Requirements
Must-have
10+ years in service/product delivery operations
5-10 years digital and IT experience
2+ years management experience
Level 3 and Level 2 support team leadership
EPC domain product knowledge
Fluent English language skills
Nice-to-have
Experience with InnoTech business model
Knowledge of transformation programs
Strategic planning capabilities
Continuous improvement mindset
Key Requirements
Bachelor's or Master's Degree in Engineering, Business, or IT
10 plus years overall experience in Service/Product delivery operations