.IPC is a fintech company that focuses on the human element.
Having a global presence, we support local markets with cutting-edge cloud-based trading communications and managed connectivity.
Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets.
This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.
At IPC, we are committed to attracting, nurturing, and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family.
We don't just accept differences - it's one of our core values.
We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.
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:Leader of customer engagement team dedicated to a Strategic Account.Primary stakeholder to ensure IPC and Strategic Account are meeting contractual deliverables.Review key operational processes and procedures to ensure ITIL best practices are adhered to, implementing changes as required.Provide support for customer P1 process and oversight on critical case escalations.Primary focal and coordination point with executives on critical business and technical matters.Provide managerial and functional oversight to the service organization.Ensure consistent professional service delivery execution to customers.Own full lifecycle of incident and problems including authorship of incident report, impact assessment, root cause analysis and mitigation/remediation planning.Meet all established SLAs and KPIs.Partner with cross-functional teams including Sales, Engineering, and TAC to ensure seamless high-touch, superior support to IPC's customers.Oversee resource allocation to accommodate customer installations and service demands.Ensure overall health of customer is meeting or exceeding expectations.Manage risks associated with major product changes.Ensure continuous development of technical skills throughout service organization.Conduct structured review sessions with key customers to solicit input on service performance.Provide escalation management as needed, including regular status updates to customer and internal stakeholders.
#J-18808-Ljbffr