Regional ITS Operations Lead - Italy
Milan, Italy
3 gg fa

Job Description

Avanade’s ITS Local Productivity Services (LPS) team provides global, in-office and remote, regional support for all 15,000 of our regional, revenue generating consultants.

LPS plays an important role in keeping our people productive and in the drivers’ seat, wherever they may be.

As the Gallia, Iberia, Italy regional operations lead for Local Productivity Services, you will lead the day to day operations and improvements for the processes and approach to local support within your region.

You will push the team to resolve or broker resolution to issues in a timely fashion that delights and exceeds the expectations of our internal customers, foster positive relationships with the various engineering teams and ensure transparency of data, pulling together trends to determine opportunities for continuous service improvement.

Day-to-day, you will :

  • Encourage the team to make decisions with our internal customer (ie. the user’) at the center
  • Drive an understanding how things work to lead the evolution and continuous improvement of the approach and procedures our local support employs
  • Attend monthly operational reviews, using established KPIs and establishing new KPIs as necessary
  • Hold quarterly business reviews with your regional stakeholders (COOs, GMs) to foster positive relationships with the business and ensure we are doing all we can to support their needs
  • Drive collaboration between our local support organization and our networking and communications teams. Coordinating office networking activities and local office A / V installations and operations
  • Set an example and hold the team to a high standard of driving good ideas to execution
  • About you

    You are a people person able to mix compassion with empathy and business sense. You understand the power of good customer service and are passionate about doing things the right way, not just the easy way.

    You understand the importance of critical analysis and data-driven decisions. You are passionate about helping people get the most from the tools at their disposal and have the interpersonal awareness and gumption to understand how to drive this at scale.

    While this role will be expected to lead a support group in a technical organization, technical expertise is not a prerequisite to success.

    Critical thinking skills, a strong desire to build and improve, and a passion for user / customer experience is.

    Your technical skills likely include :

  • Familiarity with the O365 toolset, including experience with Excel and data manipulation and analysis
  • Your general business skillset likely includes :

  • Passion for and experience in customer service
  • Clear and concise oral and written communication with proven skills
  • Strong critical thinking skills
  • Self-directed ability to identify opportunities for change in an unstructured environment
  • Customer-oriented attitude with great presentation and interpersonal skills
  • Knowledge about or interest in financial management (ie : budget)
  • Experience or interest in working with offshore teams to facilitate project work.
  • You ideally have some experience either working as a project or program lead, or equivalent experience in a customer service management role.

    For education, you likely at least have a bachelor’s degree.

    Share this job : About Avanade

    About Avanade

    Avanade leads in providing innovative digital services, business solutions and design-led experiences for its clients, delivered through the power of people and the Microsoft ecosystem.

    Our professionals combine technology, business and industry expertise to build and deploy solutions to realize results for clients and their customers.

    Avanade has 29,000 digitally connected people across 23 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate.

    We welcome all, and seek talented individuals who can bring their whole self to work, build inclusive teams and encourage diversity inside and outside the organization.

    Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at .

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