Service Desk Transformation Lead
7 days ago
Job Summary:
We are seeking a seasoned Service Desk Transformation Lead to spearhead the modernization of our service desk operations. As a key member of our team, you will be responsible for driving the successful implementation of a comprehensive service desk overhaul, encompassing four critical workstreams.
Key Responsibilities:
- NET Environment Modernization: Oversee the re-building and modernization of 220 features within a.NET environment, ensuring alignment with business needs and technical standards.
- Flow and User Component Development: Lead the creation and integration of 100 flows and user components, coordinating with stakeholders to define requirements and ensure seamless integration into the existing system.
- Service Desktop Build: Direct the development of a new service desktop incorporating Generative AI (Gen AI) technologies, integrating a minor knowledge base and other necessary features to enhance functionality and user experience.
- Case Management & Customer Success: Manage the development and implementation of case management systems, overseeing customer success initiatives, including gathering and analysis of requirements, and leading User Acceptance Testing (UAT) to ensure the solution meets business needs and quality standards.
Requirements:
- Experience with CRM Deployments: Demonstrated success in managing large-scale CRM deployments, such as Salesforce or similar technologies.
- Technical and Business Acumen: Ability to bridge the gap between technical teams and business stakeholders, ensuring both technical and business requirements are met.
- Transformation Project Management: Proven experience in deploying large-scale transformations, with a focus on in-house builds if possible.
- Project Management Skills: Strong ability to manage multiple workstreams, coordinate cross-functional teams, and drive projects to successful completion.
- Communication and Leadership: Excellent communication skills with a track record of leading and motivating teams.
About Us:
TECHOHANA is a leading Global E-commerce and Trading business, renowned for its innovation and commitment to excellence in the global market. We are excited to embark on a significant 2-year transformation project, seeking a talented and experienced Service Desk Transformation Lead to drive the initiative forward.
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