Head of Customer Engagement & Experience

Role Overview

The Head of Customer Engagement & Experience will lead a critical function within the Managed Services COE, overseeing the centralized IT Service Desk, customer onboarding and service transition, and customer success management. This role is pivotal in shaping and delivering a seamless and customer-centric IT service experience. The ideal candidate will have a strong background in IT service management, exceptional leadership skills, and a passion for driving customer satisfaction and success.

Key Responsibilities

Centralized IT Service Desk Management

• Help build, lead and oversee the operations of the IT Service Desk to ensure timely and effective resolution of customer issues.
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve service delivery.
• Drive the implementation of best practices and tools to enhance incident, problem, and request management.
• Foster a culture of continuous improvement, ensuring the team is equipped to handle evolving customer needs.

Customer Onboarding & Service Transition

• Develop and manage a structured and efficient onboarding process for new customers to ensure a smooth transition to IT shared services.
• Collaborate with project and delivery teams to ensure seamless handover from implementation to operational support.
• Define and document service transition plans, including scope, responsibilities, and timelines.
• Identify and mitigate potential risks during the onboarding and service transition phases.

Customer Success Management

• Build and maintain strong relationships with customers, serving as the primary point of contact for escalations and strategic discussions.
• Develop and implement strategies to enhance customer satisfaction, retention, and overall experience.
• Proactively gather customer feedback to identify opportunities for service improvement and innovation.
• Advocate for customers within the organization, ensuring their needs and expectations are met and exceeded.

Key Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Minimum of 8-10 years of experience in IT service management, customer success, or a related role within a shared services or IT organization.
• Proven track record of managing and improving IT service desk operations and customer engagement.
• Strong leadership and team management skills with the ability to inspire and develop high-performing teams.
• In-depth knowledge of ITIL, COBIT or other IT service management frameworks.
• Excellent communication, negotiation, and interpersonal skills.
• Analytical mindset with the ability to use data to drive decisions and improve processes.
• Customer-focused attitude with a proven ability to manage complex customer relationships.