Hierarchical team management of level 2 and 3 support
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The Epc Product Support Manager at Air Liquide will oversee the global support ecosystem of EPC products within the Digital Delivery Services, managing teams and ensuring operational integrity and product performance. Key responsibilities include team management, service performance monitoring, change management, and knowledge management. The ideal candidate should have extensive experience in service delivery operations, along with a strong technical background in IT products.
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Job Summary
The role oversees the global support ecosystem for EPC products within Digital Delivery Services Innotech.
Candidates must manage hierarchical teams including Level 3 experts and globally distributed Level 2 support staff.
Responsibilities include monitoring performance KPIs, managing incidents, and driving continuous improvement based on customer feedback.
Matching Summary
Match Score: 75
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The Epc Product Support Manager at Air Liquide will oversee the global support ecosystem of EPC products within the Digital Delivery Services, managing teams and ensuring operational integrity and product performance. Key responsibilities include team management, service performance monitoring, change management, and knowledge management. The ideal candidate should have extensive experience in service delivery operations, along with a strong technical background in IT products.
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Skills & Requirements
Must-have
10+ years in service delivery operations
5-10 years digital and IT experience
Hierarchical team management of Level 2 and 3 support
EPC domain product knowledge
Service Level Agreement management
Change management during releases
Nice-to-have
Strategic planning and impact analysis skills
Knowledge management and upskilling expertise
Customer feedback integration for roadmaps
Sandbox testing coordination experience
Inclusive workplace culture alignment
Key Requirements
Bachelor's or Master's degree in Engineering, Business, or IT
Minimum 10 years overall experience in Service/Product delivery operations
Fluent English language proficiency
Over 2 years of management experience
Understanding of InnoTech business (Engineering, Procurement, Construction)