TITLE: Global Services Manager

DEPARTMENT: Global Service and Support

REPORTS TO: EMEA Senior Global Service Manager.

LOCATION: Madrid, Spain

ROLE TYPE: Full time, Permanent, Hybrid

Brief Description
The Global Service Manager is the leader of the customer engagement team providing services to the assigned customer. The Global Service Manager will liaise cross-organizationally and with the customer to ensure all contractual deliverables and IPC commitments are being achieved.
This position reports to the EMEA Senior Global Service Manager.

Role and Responsibilities
1. Leader of customer engagement team and dedicated to a Strategic Account
2. Primary stakeholder to ensure IPC and Strategic Account are meeting contractual deliverables
3. Review key operational processes and procedures to ensure ITIL best practices are adhered to, implement changes as required.
4. Provide support for customer P1 process and oversight on critical case escalations.
5. Primary focal and coordination point with executives on critical business and technical matters
6. Provide managerial and functional oversight to the service organization.
7. Ensure consistent professional service delivery execution to customers.
8. Own full lifecycle of incident and problems including authorship of incident report, impact assessment, root cause analysis and mitigation/remediation planning.
9. Meet all established SLAs and KPIs.
10. Partner with cross-functional teams including Sales, Engineering and TAC to ensure seamless high-touch, superior support to IPC's customers.
11. Oversee resource allocation to accommodate customer installations and service demands.
12. Ensure overall health of customer is meeting or exceeding expectations
13. Manage risks associated with major product changes.
14. Ensure continuous development of technical skills throughout service organization.
15. Conduct structured review sessions with key customers to solicit input on service performance.
16. Provide escalation management as needed, including regular status updates to customer and internal stakeholders.
17. Review issue resolution with teams to foster improved internal communication and understanding of fault identification and troubleshooting techniques.
18. Ensure customer governance and change management processes are documented and followed.
19. Communicate customer status, concerns, and escalations to Customer Support Manager as needed.
20. Manage user expectations throughout the service request lifecycle. Provide regular communication to end users regarding status and resolution.

Candidacy Requirements
1. Engineering degree or equivalent is required with extensive experience managing a technical or operational organization.
2. English high level required
3. High energy, motivated executive with prior experience in process optimization and ITIL based incident, change and problem management.
4. Experience working with a wide array of individuals from end users to customer's business executives.
5. Experience in the financial services industry strongly preferred
6. Experience with IPC technologies, PBX or Voice Recording technologies is a plus.
7. Excellent organizational skills, written and verbal communication and negotiation skills.
8. Business and analytical capabilities, including budget management, capacity – efficiency analysis, and metrics analysis.
9. Flexibility and willingness to work non-standard hours on occasion to meet customer demand
10.Demonstrable commitment to quality and customer service

PLEASE SUBMIT YOUR CV IN ENGLISH
What's in It for You?
At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees.
In addition to a collaborative, high-performing team environment, we're pleased to offer benefits including:

• Competitive Base Salaries
• Benefits package: Private Health Insurance + Sodexo Transport Pass + Sodexo Restaurant Pass
• Additional Time off for Charity Work and Volunteering
• Tuition Reimbursement
• Certification Bonus Program
• Access to "IPC University" our Internal E-Learning Platform
• Access to Linked In Learning
• Structured Onboarding Training and Peer Mentor Support
• Wellness Program
• Employee Referral Scheme

Further information about your benefits will be provided during your onboarding process.
Additional Information:
At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs.
Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.
You can explore more about our culture, offerings and commitment to living our Core 4 values, on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/.
IPC's Diversity Statement:
"The IPC work culture is one that fosters inclusion, prioritizes diversity and collaborates with our local communities. Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. We encourage all team members to actively support our commitment to join in a celebration of social equality and justice, with a focus on actions that improve our firm and communities"