Senior Global Service Management Consultant

Senior Global Service Management Consultant

At Smith+Nephew, we design and manufacture technology that takes the limits off living. Join our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill the role of Senior Global Service Management Consultant. We are seeking a highly skilled person to support regards to all aspects of the day-to-day operations of the Customer Care Organization and its' digitization strategy through deployment of new technology and adoption of Service Management processes. Implementation of new Customer Contact Channels i.e. Web and Chat, new and updated Customer Surveys, expanding use of Knowledge Management, Service Levels and adoption of Salesforce platform technology to drive efficiency in Customer Care and reduce Cost-To-Serve.

What will you be doing?

System Transitions & Technology Adoption

• Working with local Customer Care, Service Management, System Architects, Third Party Providers and internal development teams: support product vision and strategy for multi-channel Contact Centre

- manage the deployment of complimentary new technology and new contact channels such as Web, Chat, AI and Omni-Channel.

- resolve system-related issues during and after transitions, proactively working with the business and IT to minimize disruptions and ensure a smooth operational implementation for all teams.

Enhancement lifecycle & support process

• Locally manage the E2E lifecycle of enhancement requests and implement improvements to the Salesforce and Amazon Connect platforms, ensuring operational stability and increased efficiencies.

- Champion platform enhancements to both Salesforce and AWS to improve customer interactions and agent workflows on all platforms.

- Act as the central point of escalation for system-related issues affecting global Customer Care teams and provide interface to IT support teams, driving swift resolution to prevent service interruptions and improve overall system resilience.

Training and Knowledge Management

• Contribute to the development and governance of the Knowledge Management process, ensuring all Customer Care Agents have seamless access to accurate, up-to-date information.

- Design appropriate training programs for Salesforce, Amazon Connect, and AI-driven case management, equipping Customer Care Teams with the necessary skills to enhance efficiency, reduce ramp-up time for new hires, and drive faster issue resolution.

Problem Management & Governance Processes

• Manage and deliver the Problem Management process globally, proactively analyzing insights to identify areas for improving Customer Care efficiency, enhancing end user satisfaction and resolving system and process issues.

- Define and deliver robust local Governance Processes to (i) prioritize enhancements and development efforts with the IT team (ii) support Salesforce Governance Meeting (iii) maintain an active Super User community

Performance Reporting & Customer Experience

• Collaborating with Customer Care Management, manage Global operational performance reporting and initiatives, ensuring stakeholders up to VP Level are able to monitor system usage and agent productivity.

- Pro-actively identify improvements to reporting and drive continuous improvement initiatives.

- Introduce, monitor and enforce Service Level Agreements (SLAs) by identifying gaps in process execution, implementing continuous improvements to enhance customer response times and resolution quality, and ensuring compliance with global SLA targets across all regions.

What will you need to be successful?

• Education: Bachelor's Degree or equivalent experience in Information Technology, Information Systems, or related field.
• Nice to have Certification/Licenses: ITIL certified preferred
• Operating Mode: Work from office: All 5 days in a week. (Shift – Flexible to work in US and UK shift)
• Experience: 5+ years working experience in a Service Management role, supporting global customer facing functions
• 5+ years' experience working with a leading Case Management platform e.g., Salesforce
• Business Process definition, re-engineering, and improvement, KCS Knowledge process.
• ITIL Service Management, Service Management toolsets and portals. Supporting critical business units.
• Understanding of Service Improvement lifecycle, Excellent communication skills, up to and including Senior Manager level.
• Stakeholder management, Strong organizational skills. Ability to interpret complex business environments, issues and requirements.
• Ability to distill those business needs into clear system requirements. Customer-centric attitude.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

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