Customer Service Operations Manager

Requisition Number: 202247

External Description:

This position is Leading and managing the Teradata Customer Services Field Support Team in Nordics. It is responsible for managing remote, back office or/and front-line support services for Teradata Database customers. Typically, these customers have 24/7 contracts, and the successful applicant must be prepared to be able to make themselves available during the off hours to manage the service requirements, on a rotational basis.

The field service teams will be looking after the system’s UNIX/Windows/Linux operating environment, Teradata Database software and hardware, analyse system health status, prepare service reports, engage with support engineers in regional support teams, monitor and respond to incoming calls from customers and other service organizations. As a team leader the associate will assist the team members as well as guide them for the day-to-day duties of the service and provide management functions.

Teradata Customer Services organization has a long history of running and reporting its business results with key objectives and metrics on daily basis. One of the main task of the Operations Manager is to monitor, action, escalate and report the area result to Area and Region Directors. Operations Manager will be having the full control of his team members training, certification planning and execution as well as will be responsible making sure that the team is ready to take on the new products and deliverables as they become available.

Alternative localization: Copenhagen, Helsinki, Oslo

FUNCTION

The job function focuses on 4 key areas:

• Management of service delivery issues 
• Ensure completion of service deliverables and provide leadership during crisis situations
• Management of the escalation process
• Meet with customer on a periodic basis to discuss service delivery and deliverables 

RELATIONSHIPS

In this role the Operations Manager will work closely with:

• Internal customers - management and the customer account teams, professional services, pre-sales teams, finance industry consultants, solution architects
• Internal suppliers - the service delivery groups; professional services, industry consultant and solution architect teams
• External suppliers - the service delivery partners and sub-contractors

RESPONSIBILITIES AND TASKS

The main day to day duties:

• Monitor and react for day-to-day SW/HW break and fix service
• Plan for all ad hoc projects such as system installations, upgrades and operational services
• Monitor electronically generated incidents, manage and escalate them as required
• Manage incident backlog 
• Critical problem management and escalation
• Manage customer engagement to complete Closed Loop Corrective Action (CLCA)
• Facilitate customer site environmental planning
• Change control management
• Facilitate Customer Site Service and Availability Reporting preparation
• Facilitate Customer support plan development and on-going currency and accuracy
• Track and report operational metrics results
• Parts Management: working with logistics to ensure proper stocking levels for SPA customer sites
• Best Practices Implementation
• Head Count/Resource/Talent Management
• Effective resource and Cost Management
• Certification and Training: Planning team certification and training for the new products and deliverables
• Cross service cell support
• Travel 4 to 5 days per months

QUALIFICATIONS/EDUCATION REQUIREMENTS

• 8+ years in IT
• Strong written and oral communication skills in English
• Strong organizational skills
• Demonstrated knowledge of Teradata Solution products through a combination of experience and Teradata Certifications (client software, networking, host operating systems, and utilities) 
• 3 years of working knowledge of UNIX, Windows, LINUX, analytics (Hadoop) and Teradata DBMS with the last 4 years
• Experience with Teradata client software, networking, host operating systems, and utilities is a plus (to help in timely identification and resolution of customer incidents)
• Report writing experience
• Proficient in the use of Microsoft Office components and personal computers
• Ability to create & develop Power BI dashboards for Operations metric reporting
• Hands on HW experience – server systems
• Call/Support Center experience would be desirable 

CountryEEOText_Description:

City: Stockholm

State: Stockholms lan

Community / Marketing Title: Customer Service Operations Manager

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Copenhagen, Region Hovedstaden DK