Service Center Team Leader

Long Description

Role 

Lead and manage the Service Centre to ensure the efficient delivery of customer support services and the smooth operation of SICPA's solutions. Oversee the Support Line and Support Email, coordinate service activities across local and global teams, drive the adoption of Service Management processes, and ensure high levels of customer satisfaction and operational performance.

• Specific Responsibilities and Duties
•  Lead, coach and develop the Service Centre team, fostering a collaborative and customer-focused culture
• Manage the daily operations of the Service Centre, ensuring customer inquiries, incidents and service requests are handled efficiently and within agreed service levels 
• Act as the primary point of contact for customer support matters and participate in regular customer service review meetings 
• Coordinate support activities with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requests 
• Ensure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when required 
• Implement, monitor and continuously improve Service Management processes, including Incident, Problem, Change and Monitoring Management 
• Coordinate incident resolution, problem investigations and change requests with customers and internal stakeholders
• Organise and coordinate technical and Service Management training for customers and local support teams
• Monitor service performance, analyse operational KPIs and prepare reports for customers, management and central support functions 
• Contribute to continuous improvement initiatives, operational excellence and the enhancement of support processes, tools and documentation 
• Ensure compliance with SICPA policies, procedures and Health, Safety & Environment standards

This role also involves 

• Planning team workload and ensuring appropriate service coverage 
• Supporting recruitment, onboarding, performance management and employee development 
• Building strong relationships with customers and cross-functional teams
• Participating in local and global projects aimed at improving service quality, efficiency and customer satisfaction 
• Profile
• Bachelor's degree or equivalent technical qualification through education and experience 
• Minimum 5 years of experience leading a Service Centre, Helpdesk or Technical Support team 
•  Good understanding of IT systems, technical support environments and Service Management principles 
• Experience coordinating technical support activities and working in SLA-driven environments 
• Strong leadership skills with the ability to motivate, coach and develop teams
• Excellent communication, stakeholder management and customer service skills 
• Strong analytical, organisational and problem-solving abilities 
• Ability to prioritise, make decisions and perform effectively under pressure 
• Demonstrated ownership, initiative and continuous improvement mindset 
• Fluent in English

Long Description

Knowledge in one or more of the following areas is an advantage 

• ITIL or other Service Management frameworks 
• Incident, Problem and Change Management processes 
• Service management tools (e.g. ServiceNow) 
• Technical troubleshooting in software, infrastructure or IT support environments 
• Microsoft Office applications (Excel, Word, PowerPoint and Visio)

WHY JOIN US? 

• Join a global leader in trust technologies with a mission that matters. 
• Be at the strategic heart of a financially sound and innovation-driven company. 
• Collaborate with high-level experts and work on impactful international projects.
• Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged.