Job Purpose/summary
The Head of End-user support is responsible for ensuring that Maersk has a world class support experience across our 624 Branch offices, +500 Warehouses and second to none support for Remote Workers in a post COVID Remote First world.
You will be transforming the on-site support capabilities enabling better end-user productivity and make this area a differentiator for Maersk to attract top talent. You will be the ears on the ground both driving product adoption and drive feedback loops back to the central product teams to drive Continuous Improvements.
You will need to be a visible driving force on values, thought Leader in the End-user space and have high degree of followship. You are seen as a recognised Leader in leading global teams across +88 countries with local regulations and complexities.
You will be driving global standardisation with high degree of automation and self-service, while retaining a high Voice of Customer.
Key responsibilities
- Responsible for +200 employees in 88 countries.
- Responsible for delivering a world class support for our +80K employees around the globe.
- Working with the product teams to understand their pain points and Consult on better solutions to enable end-user productivity.
- Ensure that solutions are supportable in a scalable way without significant human intervention.
- Carry out risk assessment and reporting.
- Engage with regional key stakeholders to align business plans with the team structure.
- Developing end-to-end business cases for transformation.
Primary internal stakeholders
- Customer Service
- Regional Leads
- Platform Portfolios
- HR
Primary external stakeholders
Microsoft.
Required experience
- 15 years demonstrable expertise in End-user space running global teams.
- 10+ years working within a support function.
- 15+ years demonstrable IT Infrastructure knowledge across a wide range of technologies.
Beneficial experience
- ITIL V3
- Prince2
- LEAN, Six Sigma
Technical skills
- Expertise with Enterprise collaboration tools like Office 365 or Google Docs.
- Enterprise Voice and Contact Centre platforms.
- Industrial components like label printers, RF guns.
Business skills
- Excellent written and verbal English
- Collaboration and Teamwork essential
- Ability to multi-task
- Strong analytical skills
- Strong Stakeholder management
- Strong business Acumen at Exec level
- Financial acumen and budget Management
Personal profile
- Strong sense of ownership
- Innovator and driving transformation.
- Analytical thinker, but able to execute change.
- Strong interpersonal and communication skills
- Proactive and
- Calm under pressure
Key measures
- Capability transformation
- End-user VoC
- Customer VoC
- Operational Excellence, MTTD, MTTR,
The role is open for Bangalore/Pune/Mumbai
Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
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