Digital IT Service Desk Manager

hace 4 días

Panama Philips A tiempo completo

**Job Title**: Digital IT Service Desk Manager

**475092 Digital It Service Desk Manager**:
Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it’s not just what we do, it’s who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers’ needs. It’s what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers’ needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That’s why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

As a **Man**a**ger **of **Digital IT Service Desk**, you are accountable to deliver great customer experience and thus customer satisfaction. Bring industry best practice, drive channel adoption, think out-of-the-box and lead innovation through process optimization and automation. Measure channel performance and set global standards for the respective service desk contact channels, including strategy, operating model for engagement, and global KPIs.

**In this role, you have the opportunity to make life better**
Looking at the challenges the world is facing today Philips’ purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you’ll be working towards creating a better and fairer future for all.

**You are responsible for**
- Proactive engagement with customer across the regions to understand and improve IT services.
- Proactively observe IT customer trend through deep-analytics and service monitoring.
- Work closely with internal and external stakeholders to create simple, seamless, consistent & meaningful digital customer engagement experience.
- Set global standards for respective channels, including strategy, operating model for engagement, and global KPIs.
- Advise on industry best practice and be a thought leader to lead channel innovation, influence channel development and anticipate trends to test / pilot contact center innovations.
- Create guidelines on self-service best practices on channel use with a clear focus on customer engagement strategies
- Set guidelines and define an opportunity for Service Desk processes automation and work with respective teams to drive implementation
- Ensure high-impact communication through active facilitation and listening to drive toward organizational alignment among cross-functional teams
- Perform manage IT Service desk in collaboration with partners. Foster an environment that supports creativity and innovation.

**You are a part of**
Describe in two to three lines the place of the role in the organization and the team culture.

**To succeed in this role, you’ll need a customer-first attitude and the following**
- Bachelor's degree in IT or related carees
- ** Advanced English**
- **12-15 **years of** experience** in global **c**ontact center** **support/management.
- Demonstrated **leadership skills** within a matrixed environment, with the **ability to **influence **senior level stakeholders, drive alignment cross-functionally and drive organizational change
- Solid understanding of **IT Service Management processes**
- Solid understanding of virtual customer engagement and **call center solutions** **like **ICR/IVR/voice recognition systems/bot and sentiment analysis**.**
- Solid understanding of problem solving for key issues in digital customer and channel experience.
- Understanding of **UX/UI and customer journey design**. Experience in enabling **automation **using conversational **AI, Robotic Process, and workflow automation**.**
- Proven ability to **communicate effectively** with both business and technical stakeholders to capture and convert data and insights into viable products and strategic outcomes.
- Strong leadership skills, including superior planning, processing, and influencing skills. drive alignment with cross-functional and global teams. Impeccable ethics and integrity.

**How we work at Philips**
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

- We believe in the importance of impactful collaboration:_ There's a certain energy when everyone’s in the same room that can he

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