Director ( Application Support )

The Director of SaaS Application Support is a Senior position reporting to the Head of Customer Support, Mauritius.

About the Position:

The Director of SaaS Application Support is a Senior position reporting to the Head of Customer Support, Mauritius. This position holds the overall accountability for service delivery in the Customer Support functional area, serving all Ceridian locations (North America, South Africa, Europe and global). This role is responsible for setting the strategic direction for Customer Support functional area, ensuring alignment with global Ceridian Strategy, and following through to successful execution of the strategy. The Operations Director, Customer Support is the escalation point for Ceridian across locations for any incident or issue in this functional area.

This role participates in and provides direction and oversight that includes development and management of employee engagement, leadership coaching and management, resource hiring, strategy analysis and development, communication, risk analysis, process and operational optimization, change management, stakeholder engagement, as well as budget and time management.

ESSENTIAL FUNCTIONS:

• Senior Leadership

o Key member of the Customer Support team, contributing in strategy formulation for Ceridian Mauritius

o Direct leadership of the Customer Support Management Team

o Escalation point of colleagues across locations, from for Customer Support issues.

• Service Delivery

o Set objectives for the Customer Support functional area and ensure they are translated into executable action plans

o Hold overall accountability for service delivery for Customer Support.This includes promoting employee engagement, customer satisfaction, ensuring quality, productivity improvement, implementation of best practices, process optimization as well as leading by example regarding Ceridian Values.

• Business Development

o Provide leadership in the growth of the Ceridian Mauritius Customer Support departments, to support the growth of Ceridian globally

o Hold accountability to grow Dayforce expertise and depth in the Customer Support departments

• Strategic Risk & Issue Management

o Hold overall accountability for the Risk response approach for Customer Support

EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS

 •  Educational

o Minimum qualifications: Bachelor’s / Master’s degree holder (engineering, computer science, information technology will be an advantage)

• Skill & Experience

o A minimum of 10 years of senior management experience in a technology, commercial or production environment 

o Superior leadership skills in building and managing teams. Experience leading management-level professionals is required. Must be a change leader and developer of talent

o Experience supporting international customers

o Dynamic with exceptional communication skills (written and verbal English) 

o Excel at working with internal and external customers, and partners

o Deep understand of process engineering & optimization is required

o Strong project management abilities with adequate technical knowledge, combined with proven ability to manage a variety of projects with varying levels of complexity to successful completion

o Effective process management – practical experience in service excellence and delivery are required 

WORKING ENVIRONMENT & PHYSICAL DEMANDS

• Must be ready to travel internationally once or twice per year