Senior Customer Operations Specialist

Senior Customer Operations Specialist

Requisition Number: 103933 

Senior Customer Operations Specialist 

Location: This is a hybrid opportunity in Delhi NCR, Bangalore, Hyderabad, Gurugram area.

 

Insight at a Glance

• 14,000+ engaged teammates globally with operations in 25 countries across the globe.
• Received 35+ industry and partner awards in the past year
• $9.2 billion in revenue
• #20 on Fortune’s World's Best Workplaces™ list
• #14 on Forbes World's Best Employers in IT – 2023
• #23 on Forbes Best Employers for Women in IT- 2023
• $1.4M+ total charitable contributions in 2023 by Insight globally

 

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.

 

About the role

As a Senior Customer Operations Specialist, you will be accountable for executing the core processes, proactively and to a high standard, ensuring high levels of client satisfaction. We will count on you to execute and govern ITIL processes for Insight EMEA clients, as part of the SGDA team. Along the way, you will get to:

• Own the execution and governance of core Service Management processes allocated to the role, in line with the relevant practice alignment documentation 
• Monitor the SLAs and operational KPIs that underpin the processes, flagging exceptions and leading action where failures are persistent 
• Identify opportunities to improve the processes and communicate these to the appropriate teams within the practice 
• Proactively escalate issues with process operation and adherence to the leadership team 
• Ensure that documentation associated to the execution of the process for each practice is up-to-date and stored in the correct location 
• Proactively engage with the wider Service Management team 
• Deal with any challenges, performance problems and conflict between functional teams, including 3rd parties 
• Ensure that quality procedures and standards are adhered to and effectively maintained and controlled 
• Continual assessment and management of risk in their relevant practice, including financial consequences 

 

What we’re looking for

• Educated to degree level or can demonstrate equivalent professional experience
• Technical certification in the Microsoft technology stack 
• Hold ITIL v4 Foundation as a minimum
• ITIL v4 Expert qualifications
• 5+ years’ experience in Service Management roles
• Project Management experience and qualifications
• High level of written and spoken English
• Experience working with global teams 
• Exceptional organisational stills, delivering multiple competing priorities 
• A keen interest in diversity, equality and inclusion
• Strong analytical and problem-solving skills, leading to the implementation of service improvements
• Enthusiastic, pragmatic and self-managing with strong leadership and management skills

 

What you can expect

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Medical Insurance
• Health Benefits
• Professional Development: Learning Platform and Certificate Reimbursement
• Shift Allowance

 

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

 

Join us today, your ambITious journey starts here.

 

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!Today's talent leads tomorrow's success. Learn more about Insight: 
https://www.linkedin.com/company/insight/

 

Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

Insight India Location:Level 16, Tower B, Building No 14, Dlf Cyber City In It/Ites Sez, Sector 24 &25 A Gurugram Gurgaon Hr 122002 India

Experience Level

Senior Level