Senior Director, Service Delivery and Customer Success

We are looking for a senior leader within the Global Service Supply Chain Organization with a focus on “case management” “customer case management and service delivery” and “New Product Introduction” (NPI) the Sr Director, Service Delivery & Customer Success holds a crucial position that impacts both customer satisfaction and operational efficiency. Their role is multifaceted and requires a strategic approach to navigate the complexities of managing existing service processes while simultaneously preparing for the support of new products.

What You’ll Be Doing:

• Customer case management oversight and optimization: Customer Specific Proactive Service Delivery Plan, Seamless and efficient case resolution. Establish and refine processes and policies to improve the quality of case management services, Provide leadership, guidance, and training to case managers and support staff, fostering a collaborative and high-performing team. Track key insights and analyze data related to case volume, resolution times, customer satisfaction, and identify areas for improvement. Ensure that the organization maintains a strong focus on client needs and experiences, fostering trust and providing empathetic support.

• NPI serviceability and readiness: Act as a critical link between the service organization and product development teams during the New Product Introduction (NPI) process. Identify potential challenges and risks related to servicing new products, such as lack of documentation, specialized tools, or training requirements. Create comprehensive plans to ensure a smooth transition of new products into the service ecosystem. Collaborate with development and product management to define appropriate service levels and commitments for newly launched offerings. Work to ensure that the necessary resources, including tools, equipment, spare parts, and training, are available to support new products before launch. Advocate for design choices that enhance the ease of servicing, reducing potential support costs and improving customer experience, according to isg-one.com.

• Leadership and strategic contribution: Analyze performance data and customer feedback to identify ways for enhancing both case management and NPI serviceability. Work effectively with other departments, such as engineering, product management, and sales, to achieve organizational objectives. Oversee the budget for the Service Org, ensuring efficient allocation of resources for case management and NPI initiatives; Encourage the exploration and adoption of new technologies and approaches to improve service delivery and prepare for future product generations.

• In essence, a senior leader in this role acts as a bridge between the operational realities of supporting existing products and the strategic imperative of preparing the service organization for successful new product launches, ultimately contributing to both customer satisfaction and overall business success.

What we need to see:

• Bachelor’s degree in supply chain engineering (or equivalent experience). MBA or Master’s is highly desirable.

• Proven experience in global operations, with a demonstrated data-driven and structured approach to operational challenges.

• Proficiency in converting ambiguity into practical strategies and aligning various parties to implement effectively.

• Strong Critical Thinking & Insight to quickly grasp complex issues and identifies root causes.

• 18+ years of overall relevant work experience, with 10+ years team management experience

• Sophisticated knowledge of services related software and technology systems

• Track record of implementing high-value, highly strategic international operations projects and building new solutions from the bottom-up

• Strong data analytics skills with ability to lead and drive complex analysis and provide specific guidance to analysts

• Strong social skills with an ability to build and grow relationships

• Superior verbal, presentation, and written communication skills

Ways to stand out from the crowd:

• Experience in working with Sales teams, Enterprise Support team and Engineering team in defining priorities and processes to meet business targets.

• Ability to socialize ideas, make recommendations and bring together team consensus to move ideas forward.

• Clear analytical, written & presentation skills, with the ability to effectively communicate both orally and in writing to technical and non-technical audiences at all levels in the organization; develop procedural documentation and develop and conduct effective presentations

• Strong statistical background to understand modeling and forecasting of various failure rates a