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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in team development, performance management, and stakeholder communication while ensuring compliance with People & Culture policies. Proficient in managing service delivery, operational KPIs, and transition activities in a dynamic, global environment.
Highest-signal resume keywords
Leadership and ManagementITIL CertificationAgile or Scrum Master CertificationCustomer Support ExperienceFluent in English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementService Delivery ManagementProcess ImprovementStakeholder ManagementTransition Management
Soft Skills
People-OrientedResults-Oriented MindsetConflict HandlingCoaching and Development SupportTeam Dynamics
Tools & Technologies
Office Productivity ToolsGoogle Suite
Certifications & Qualifications
ITIL CertificationAgile CertificationScrum Master Certification
Industry Keywords
Customer Support EnvironmentShared Services EnvironmentAgileLEANVACC
About the role
Key responsibilities & impact- Develop team member capabilities aligned with the function’s vision
- Encourage career planning and enable development opportunities
- Remove roadblocks and set focus in performance management
- Develop team skills, healthy dynamics, and a sustainable pace
- Lead software and/or service delivery by setting focus, removing impediments, managing stakeholders, and creating efficiencies
- Provide leadership, feedback, coaching, development support, performance evaluation, compensation, succession and talent management, conflict handling, and performance improvement planning
- Foster a healthy, trusted, positive, energetic, inclusive, and enthusiastic team environment
- Ensure People & Culture and compliance policies are followed
- Achieve agreed service levels and operational KPIs
- Maintain appropriate staffing levels and align people and capabilities to service requirements
- Improve units, processes, services, and activities to meet objectives and targets
- Participate in regional and global squads
- Monitor service levels daily and proactively address issues
- Serve as point of contact for assigned sites and provide monthly service reviews
- Manage escalations and support new account transitions and knowledge transfer
- Communicate proactively with stakeholders about changes and potential issues
- Support account improvement plans and coordinate actions with relevant teams
- Participate in or lead projects including system go-lives and new scope or site transitions
- Support or lead transition activities including knowledge transfer, hiring, and training
- Support transition resource allocation and management
- Participate in hypercare
Requirements
What you’ll need- Preferably University educated
- Minimum 5 years experience working in a customer support environment, shared services environment, or equivalent
- 2 to 3 years in leadership and management roles is a plus
- Knowledge in ITIL (certification preferred)
- Agile or Scrum master (certification preferred)
- Fluent in spoken and written English
- Additional spoken and written language desirable (Mandarin, Japanese)
- Advanced ability with office productivity tools
- Google Suite knowledge a plus
- Ability to work in a fast-paced and changing environment with multiple priorities
- Ability to work in a highly complex, team-oriented global environment
- People-oriented, highly accountable, agile, and results-oriented mindset
- Strong entrepreneurial mindset
- Familiarity with Agile, LEAN, ITIL, and VACC ways of working
Benefits
Comp & perks- Equal Opportunity Employer
- Personal expression, open dialogue, and genuine connections in an inclusive culture
- Opportunities for team member capability and career development
- Coaching, performance evaluation, succession and talent management support
- Collaborative regional and global work environment