Allcloud Global Support Director 

Romania 

71614725

Responsibilities

• Managing services and support operations: manages the day-to-day operations of the service teams to ensure that services are delivered on time, within budget, and to the expected quality standards with SLAs.
• Customer relationship management: Taking accountability and maintaining positive relationships and service delivery performance with customers, ensuring the customer's needs and expectations are met, and ensuring clear communication channels between the customer and the service team.
• Expected to identify customer issues and needs by maintaining an excellent relationship with end-users, taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that procedures and methodologies are in place to support the sales teams and for outstanding service delivery
• Service improvement: The Support Manager must develop and implement strategies to improve service quality, including developing and implementing process improvement plans.
• Pre-sale activities, taking part in the sales process of the service with potential customers, and ensuring that procedures and methodologies are in place.
• Resource allocation and utilization: Determine the necessary resources, including teams, tools, and technologies, for successfully delivering services and budget appropriately for those resources.
• Communication and reporting: The Support Manager must effectively communicate with senior management and provide regular reports on service delivery quality and performance on KPIs.
• Cultural Sensitivity and Adaptability: Understanding and navigating cultural differences when working with a geographically dispersed team and international clientele.
• Compliance: They must ensure services comply with relevant regulatory and contractual requirements.
• Recruiting and training: A service Support Manager hires and trains the technical support engineers, coaching and mentoring them for professional growth.
• Risk and issues Management - Define the Key risks and issues of the product/service and define a mitigation plan. Communication with relevant stakeholders in case of high risks or issues.

• Overall work experience of 8+ years, strong people management expertise of at least 4+ years in technical support management roles
• Proficiency in leading global teams
• Must have 4+ years of technical experience supporting AWS or other Cloud Platforms
• Fluency in English is essential
• Strong understanding of customer support processes and best practices.
• Strong experience managing technical support professionals.
• Experience with 24/7/365 support tools and phone systems.
• Excellent written and verbal communication skills.
• Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
• Excellent situational awareness in handling objections in dynamic customer environments.
• Leading cross-functional collaboration across global teams
• Self-motivated, takes initiative, assumes ownership, and runs programs with minimal supervision
• Drive stakeholder engagement across peers and senior management
• Demonstrate strong work ethic and advanced organizational skills
• Ability to develop and deliver creative business solutions for complex problems
• Ability to work on competing priorities under tight timelines and delivery pressures.
• Analytical bent of mind to understand data and derive actionable insights

Desired, but not required:

• ITIL Certification
• Language skills: Hebrew and/or German are highly desired