AdressIs this your next opportunity?
As the Head of Service Desk Support B2B, you will be overall responsible to lead a large organization from different sites in Sweden, delivering on our service and support commitments to Telia Sweden Business customers. The role includes the responsibility to continuously deliver efficient and qualitive support in accordance with our overall key performance indicators and strive to improve and optimize our way of working towards our customers.
In this position you will be part of the management team for Customer Service B2B, and you will work closely with management team peers within Customer Service and our stakeholders in the business units and other supporting functions in the organization.
As a Head of Service Desk Support B2B, your role will include but is not limited to:
- Deliver in accordance with our overall key performance indicators and being accountable for the support experience and results for your unit.
- Drive operational excellence within Service Desk Support and coach/develop Service Desk Team leads in day-to-day operations.
- Impact the business result of Customer Service B2B guided by the longer-term business plan and create short term action plans in alignment within organizational priorities.
- Work closely with all support teams to ensure alignment of operations with SLA's and strategic priorities.
- Lead teams responsible for B2B technical support and incidents.
- Collaborate with stakeholders within Quality management, training, transformation, CX, process development, workforce management and more.
- Provide customers with the best possible support in relation to identified customer needs and provide best possible solutions to fulfil that need.
Is this you?
To succeed in this position, you need to have a strong drive with a can-do attitude and make things happen. You are an experienced leader with the ability to lead people towards change management, achieving common goals and priorities and focus on continuous improvements and operational excellence. You also have solid coaching skills and can motivate and support our people to succeed.
You understand the importance of transparency and communication and can easily build strong relationships with stakeholders and know how to navigate a large organization.
Required qualifications:
- Minimum 5 years relevant experience in leading Customer Service operations within technical support and incident management within the telco industry
- Formal education is a plus, but it's more important that you have operational and commercial understanding of what it takes to make a customer satisfied with their services and support.
- Experience in leading technical support and incident teams for both segment SME and Enterprise customers.
- Certified within ITIL.
- Great experience in change management, how to build effective organizations, streamlining through synergies, create effective working methods through processes and routines.
- Operational know-how in running Customer Service from a key performance indicator, process management and customer experience perspective.
- Being able to drive consistent performance in customer service operations in a cost-efficient manner.
- Experience in driving digitalization and change, leading teams and identifying new opportunities for best practice within technical support and incidents for B2B customers.
- Fluent Swedish and good business English skills (written and spoken).
Telia is more than a workplace
With us you will learn from skilled colleagues across Telia , joining a team that makes each other stronger and the world better by solving challenges. We are proud of our friendly atmosphere where people are excited about their work. We thrive on our diversity and ambition to deliver great products and extraordinary experiences for our customers. In a world where choices are endless, if you want to make a real impact, this is a place where you belong.
Apply to join us!
If you fancy joining our team, don't hesitate to apply! Application deadline is 2024-02-21
If you have any question regarding this position, please contact our Talent Partner at felicia.gardare@teliacompany.com .
We look forward to receiving your application and to making sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. During the process, required background controls will be performed.
Welcome to Telia - Join us and make better happen!
