Chief Operating Officer - London, United Kingdom - NSC Global

NSC Global

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Overview:

Track record of leading enterprise class customer facing interaction, backed up by a solid commercial eye, you will thrive on underpinning the growth ambitions of our Products and Services.

At your best operating with a broad and demanding customer base, you will be exceptional at balancing the great talent we have in the organisation to support and nurture our customers service needs.

Responsibilities:

Drive the customer engagement strategy, aligned with the wider access group, and embed a robust framework for delivering first class service management for our customers.
Ensure a scalable resource model is in place to meet today's expectations and be optimise for new and organic growth.
Deliver high quality information and insights to service performance through a structured engagement model and review process.
Ownership of global service delivery P&L, forecasts and management of controls and drivers to achieve profitability targets
Ensure success plans are in place for customers that drive a culture of performance, challenges and continuous improvement in core services.
Act as a senior escalation point for key customers as and when required and ensure the customer voice is a constant narrative in the organisation.
Ensure the function is appropriately focussed on revenue protection activities to overachieve on commercial KPI.
Leverage the service relationship to drive organic growth and PS opportunity in to support of wider sales ambitions.
Aggregate common risks, challenges and problem areas from customers as a positive catalyst for change within the product / service capability.
Support sales communities where necessary to build customer confidence and early sight of Managed Service plans and the support environment provided.

Qualifications:

Excellent relationship builder in a matrix environment and across business units / stakeholders.
First class customer engagement and communications skills
Global service delivery management experience in the technology sector is essential (+ 5yrs)
Experience mentoring, coaching and developing rising talent
Ability to predict challenges and seek to proactively headoff obstacles