Global Support Manager
Polystar Osix AB / Inköpar- och marknadsjobb / Stockholm
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Polystar is looking for a Global Support Manager to our Global service delivery team. Our arena is the cutting edge of telecommunication and our mission is to produce and implement the best network analytics solution on the planet.
The Global Support Manager is to provide operational leadership for the services department i.e. the line organization and the regional teams. The Global Support Manager shall work towards the common goal to provide maximum customer satisfaction and revenue while minimizing the cost of providing the support services.
The Global Support Manager's main responsibility is to assure that best practices, methods, tools and knowledge management are provided by the line to the regional teams. The position as Global Support Manager is based in our head office in Stockholm, Hammarby sjöstad. For this position you must be fluent in English, with an added bonus if you speak other languages.
This job includes:
Process ownership and Leadership
• Overall ownership of all Support processes
• Sets and drives the improvement and refinement of the Support functions from a technical and business perspective
• Standardization of the Support process
• Drive continuous improvements
• Daily Operational leadership - achieving customer satisfaction and meeting revenue targets
Drive, develop, define and follow up against key performance indicators
• Create visibility of performance metrics internally and externally to the teams
People Management Responsibilities
• Line manager for part of the Services Team
• Drive the recruitment of engineers to the regional teams
• Recruitment of staff for line functions
• Plan and hold Personal development meetings
• Yearly salary revision
• Vacation planning and monthly report approval (work time reporting and monthly reporting)
• Conflict resolution and management
Manage resources allocation between teams
Escalation handling Single point of contact for 2nd level support escalations (internal and external)
• Develop and maintain good customer relationships
Drive and facilitate Competence and Training management
• Knowledge management in cooperation with Knowledge Manager, line managers and RTDs
• Require and plan substantial training needs in cooperation with line management and RTDs
Administrative tasks such as
• Staff information
• Budgeting and cost analysis and control
Support and advise Regional Team Leaders in the following
• Daily Operational leadership - achieving customer satisfaction and meeting revenue targets
• Cost assessment/quotation approval
• Time reporting
• Act as a common interface towards other departments for continuous improvement work
The jobholder shall have most of the following skills and competencies:
Leadership skills such as:
• Can delegate tasks in an effective manner
• Knowledge about how business and inter-personal communication work
• Ability to lead a team
• Knows how to give effective feedback
• Ability to lead for ongoing improvement and for change
• Ability to motivate
• Can coach and knows when and how to use coaching to develop team members
• How to develop and manage good relationships
• How to manage for good results
• How to develop teamwork within teams
• Support teamwork across teams and across departments
Drive improvements:
• Can set goals and manage the process to reach the goal
• Can motivate and have a pedagogic approach when implementing
• Creates involvement around improvement work
Planning, prioritizing and administration:
• Can produce strategic and operational plans
• Knows how to do resources planning and resource allocation
• Can identify and take lead on improvements between departments in the organization
• Handles administrative tasks effortlessly and timely
Business Acumen and business communication:
• Has an entrepreneurial mindset
• Has a solid understanding of telecom business drivers
• Can negotiate plans and maintain a good relationship
• Has good business understanding and can read and interpret customer offerings
Domain knowledge:
• Has a good knowledge of Telecom solutions and operators
• Has a solid understanding of service delivery of business critical solutions for operators
Polystar is a global supplier of Network Solution Intelligence. We help Communication Service Providers to proactively manage mobile data growth, harness the value of Big Data, and successfully monetize on the network assets. Polystar delivers service management and market-leading solutions to mobile and fixed-line operators which help to simplify the view of the ever-more-complex network technologies, visualize the entire network performance and deliver immediate value to the customers. In short we are at the very edge of the technological challenges in one of the biggest industry in the world, telecommunication/Information Communication Technology.
We are a Swedish, privately held, software development company characterized by entrepreneurship and innovation together with our customers and employees. Today Polystar serves over 100 customers in 50 countries and monitor over 1 billion phone connections worldwide 24 hours a day 7 days a week.
Publiceringsdatum2017-04-05Så ansöker duSista dag att ansöka är 2017-05-05
Klicka på denna länk för att göra din ansökanFöretagPolystar OSIX AB
AdressPolystar OSIX AB
Hammarby Allé 21
12343 Farsta
KontorsadressHammarby Allé 29
Jobbnummer 3421595
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