Senior Director, End User Support Services
CSL
Position Title (Business Title): Senior Director, End User Support ServicesBusiness/Functional Unit: I&TThe Senior Director, End User Services is responsible for overseeing the delivery and support of all end-user technology support services within the organization. This role involves managing a team of IT professionals and managed service providers dedicated to ensuring the optimal performance, reliability, and user satisfaction of technology services such as service desk, on-site services (field and tech desk), meeting room support, laptops and mobile device delivery and onboarding experience.The Senior Director, End User Services will work closely with I&T business partners to develop and implement strategies to enhance the end-user experience. They will be responsible for improved service efficiency (e.g., first time call resolution, automation, and self-service enablement) and ensure alignment with CSL user experience objectives. This includes establishing or revision service level agreements (SLA) and experience level agreements (XLAs), managing vendor relationships, and driving continuous improvement initiatives.The role requires a strong focus on user-centric design (Ux), exceptional communication skills, and the ability to foster a culture of innovation and customer service excellence.The ideal candidate will have extensive experience in IT service management, a deep understanding of emerging approaches for Ux, and a proven track record of leading high-performing teams in a dynamic, fast-paced environment that is undergoing a significant technology transformation. Helping to bridge the gap between the current and future technology landscape.Reporting Relationships: List other positions in the company that are reporting into this position or that this position reports into.Reports to: Head of, Infrastructure & Operations, Service Management, Cybersecurity, Compliance and Risk, an CISO.Direct reports: Team of 4-6Main Responsibilities and Accountabilities: List the roles and responsibilities of the position. (Please limit the number of responsibilities to the primary ten.)1Strategic Leadership
2Service Desk Management
3Field Services and Executive Support
4Meeting Room Service Delivery
5End-to-End User Service Delivery Process
Position Qualifications and Experience Requirements: Provide hiring requirements for the specified position, including educational, experiential, and competency requirements necessary for the position.Education
Experience
Competencies
Minimum requirements and flexible working hours will be considered as related to our EEO policy.About CSL ViforCSL Vifor aims to become the global leader in iron deficiency and nephrology.The company is a partner of choice for pharmaceuticals and innovative patient-focused solutions across iron, dialysis, nephrology and rare conditions. CSL Vifor strives to help patients around the world with severe, chronic and rare diseases lead better, healthier lives. It specializes in strategic global partnering, in-licensing and developing, manufacturing and marketing pharmaceutical products for precision patient care.For more information, please visit viforpharma.comWe want CSL to reflect the world around usAs a global organization with employees in 35+ countries, CSL embraces diversity and inclusion. Learn more about at CSL.Do work that matters at CSL Vifor!
Berne
Sun, 27 Oct 2024 00:28:10 GMT
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