What are the responsibilities and job description for the Service Lead position at Reply?
Valorem Reply is an award-winning digital transformation firm focused on delivering solutions around data-driven enterprise, IT modernization, customer experience, product transformation and digital workplace by leveraging the power of Microsoft technologies. We provide hyper-scale and agile delivery of unique digital business services, strategic business models and design-led user experiences. Our innovative strategies and solutions securely and rapidly transform the way our clients do business.
Valorem is looking for a Service lead who will work directly with clients to ensure a smooth flow of requests by effectively managing a team. You will be responsible for ensuring policies and processes are followed that are consistent with client expectations and an excellent end-user support experience.
Responsibilities
- Manage workflow/coverage needs and monitor overall team production, reallocating resources as needed to ensure adherence to SLAs and associated metrics
- Provide escalation support for client services environment, working with complex cases, upset clients, emotional situations, etc
- Ability to de-escalate situations as needed and exercise judgment when cases need to be escalated further
- Suggesting new procedures to improve customer service
- Ability and experience building new programs and/or processes from the ground up, implementing, assessing, adapting, and maintaining new processes/programs
- Work directly with project delivery teams to ensure they fully understand their specific obligations for the ongoing delivery of client-funded services including best practices, reporting standards, and efficacy measurements
- Participate in periodic internal service fulfillment process audits and reviews with project delivery teams designed to provide improvement recommendations
- Act as a consulting voice to project delivery teams when incidents and issues occur that introduce potential or actual business risk to the client
Minimum Requirements
- Bachelor's degree or higher in computer science, engineering, or related field
- 8 years of service fulfillment-related work experience in any capacity
- 2 years total combined higher education or related work experience
Preferred Qualifications
- 6 years of previous experience working in a role directly related to service delivery program management
- 2 years of previous experience working as a Microsoft full-time employee or ISV in a service delivery program leadership capacity
- Previous work experience in a consulting environment is a plus
- Familiarity with industry-leading support helpdesk solutions such as (but not limited to) Dynamics 365 for Customer Service, Zendesk, etc
- Familiarity with Azure DevOps as a work management system Previous work experience in a consulting environment is a plus
About Reply
Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media, industry and services, banking, insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI, cloud computing, digital media and the Internet of Things. Reply services include Consulting, System Integration and Digital Services.
Reply is an equal opportunity employer. We are committed to provide equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you need assistance and reasonable accommodation due to a disability during the application or the recruiting process, email us at jobusa@reply.com. Visit our website at www.reply.com to learn more about our open roles.
