KERING End User Support Manager

Job description

The Kering Technologies AMER, Business Relationship & End User Services (BRM & EUS) team has embarked on a change program to improve the way frontline support services are provided to end users and locations in region.  Foundational to this is the delivery of the Team’s stated mission to Empower Greatness in our Customers.  By demonstrably living the Team’s Values – Ownership, Authenticity, Collaboration & Innovation – BRM & EUS ensures that Kering Technology enables our Customers to reach their strategic goals, supports sales growth and increase employee productivity. Within the BRM & EUS team, the End User Support Manager is responsible for delivery of end-to-end, End User Support operations for both Retail & Corporate end users.  This includes managing and oversight of the end-to-end value chain, ensuring that delivery of regional and global support services are operating efficiently and within agreed SLAs. The End User Support Manager is primarily accountable for consistent & quality delivery of regional IT Service Management (ITSM).  This includes but is not limited to: L1 support services, related processes & tools: Incident Management Request Management Problem Management Knowledge Management Major Incident Management Asset Management Reporting Quality Assurance L2 End User Computing (EUC) support services – On Site and Remote L2 Command Center and Account Administration Customer satisfaction Managing relationships with internal and external 3rd party support partners Managing quality of delivery of internal and external 3rd party support partners. The End User Support Manager also owns the day-to-day relationship with Kering Technology’s 3rd party Managed Workplace Services (Service Desk) provider who delivers the majority of support services in the region. Limited travel may be required.

KERING End User Support Manager

Job Family: Technology

Job Title: End User Support Manager

Location: Wayne, NJ

Kering is a global, family-led luxury group, home to people whose passion and expertise nurture creative Houses across ready-to-wear and couture, leather goods, jewelry, eyewear and beauty: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Brioni, Boucheron, Pomellato, DoDo, Qeelin, Ginori 1735, as well as Kering Eyewear and Kering Beauté. Inspired by their creative heritage, Kering’s Houses design and craft exceptional products and experiences that reflect the Group’s commitment to excellence, sustainability and culture. This vision is expressed in our signature: Creativity is our Legacy

HOW YOU WILL CONTRIBUTE

FINANCIAL

·  The End User Support Manager will be responsible for the North American spare parts budget to cover expenses of peripherals, printers and other end user devices.

MARKET

·  Over 290 stores and 15 corporate locations across 8 Brands in North and Latin America.  Although there is a common core set of technology used by all Brands, Kering services are offered via a consumption model and the application footprint can vary across Brands.
·  Expertise is not required for most applications, but familiarity will be, as well as knowledge of the support model for each (Local/Global, Group/Brand).

LEADERSHIP

·  Must have the ability to operate well on their own in a demanding, service oriented role, ensuring key stakeholders are kept updated as expectations are managed.
·  Strong verbal and written communication skills are needed given the collaborative nature of the work.   A positive attitude has to be adopted towards problem solving, with a strong service minded approach towards customers and peers.
·  Kering Technology employs a world-wide support model, with key support teams located either within AMER but outside of EUS or outside of the AMER region.  It is critical therefore for the End User Support Manager AMER to have the ability to influence and deliver through others, as well as have a proven ability to build relationships with peers and stakeholders, local and remote.

MISCELLANEOUS

·  Leads regional operational reviews and provides key inputs into global EUS operational committees
·  Partners and collaborates with regional Engagement and Project Delivery/Service Introduction leads to deliver the full range of End User Services
·  Responsible to drive service and quality improvements in region
·  Partners with world-wide support teams to delivery quality service to end users in AMER region
·  Primary manager of Managed Workplace Service vendor and is responsible for their performance
·  Provides official sign off on project Build to Run handover

WHO YOU ARE

CRITICAL COMPETENCIES

·  Proactive, self-starter with a strong sense of ownership
·  Strong communication skills both written and verbal
·  Detail oriented
·  Strong collaboration and customer service skills required
·  Ability to build and maintain successful relationships with peers and customers
·  Self-directed and focused on a goal or end-state as opposed to specific tasks
·  Strong problem solving and planning skills, highly detail conscious
·  Strong multitasking and time management skills
·  Demonstrated ability to manage remote teams
·  Proactively analyze service metrics/KPIs to drive service performance and manage internal customers expectations
·  Ability to speak effectively in front of groups of customers or employees of organization.
·  Demonstrated ability to drive a change initiative

MANDATORY REQUIREMENTS

·  Minimum 5-10 years experience working in an IT organization in a customer facing service role
·  Minimum 5 years service desk experience
·  Minimum 3 years leading an IT Service Desk/call center
·  4 year college degree or equivalent, bachelors degree in Computer Science or engineering
·  5+ years’ service desk experience
·  Intermediate to advanced Excel skills
·  Strong analytical skills

PREFERRED REQUIREMENTS

·  2+ years working in a customer/user experience (CX/UX) driven environment
·  Must be able to work well individually as well as with a team
·  Good organizational and time management skills
·  Experience with project delivery
·  Retail experience preferred
·  Bachelor’s Degree in IT or related field preferred
·  Knowledge of ITIL a plus

Salary: $125,000 - $135,000 per year plus incentives

Health benefits include: Medical and prescription drug insurance, dental insurance, vision insurance, critical illness insurance, accident insurance, hospital indemnity insurance, personalized healthcare support, wellbeing programs.

Financial benefits include : Health Savings Account (HSA), Flexible Spending Accounts (FSAs), 401(k) plan, basic life and AD&D insurance, and short-term disability insurance.

·  Full time
·  Amérique du Nord
·  United States of America