Global Technical Support - Centre of Excellence Lead

At SD Worx, we are looking for energetic people to join our team. With us, you get the chance to showcase your talents and grow like never before! Ready, set, apply!

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

CUSTOMER COACH - you will have the skills and ability to demonstrate that you can:

• Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions.
• From Service transaction to Customer journey, can assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value than the customer expected throughout the full customer journey and over omni channels.
• Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his/her expertise, confidence and style.

YOUR ROLE: As a leading member of the GTS Centre of Excellence you will act both as a process expert and capability lead.

You will drive the adoption of standard processes, tooling and digitalisation with a view of improving the maturity and effectiveness of the Support organization to provide a harmonised customer experience.

You will design and develop capability development programmes to realise GTS hubs and digitalisation strategies.

ROLE & RESPONSIBILITIES:

As a Process expert, you will support and coach Technical Support teams in the ongoing development and practical application of best practice, standard support processes and ways of working:

• Ensure space for the teams to be independent and take responsibility
• Enable teams and team-members to shape continuous improvement both at team level and more broadly within Global Technical Support
• Increase awareness of the customer needs within Global Technical Support and champion initiatives to improve the customer experience
• Coach the teams on effective delivery and growth
• Coach the teams on identifying digitalisation opportunities and implementing them
• Help Managers and Team Leads to manage change within their teams and facilitate the removal blockers to embrace new ways of working
• Coordinate the creation of a playbook for Global Technical Support as well as its annual review
• Ensure adherence to the GTS playbook and harmonised ways of working across teams
• Ensure that the GTS maturity is measurable and that continuous improvements are implemented

As a Capability lead, you will drive the design and delivery of Talent development programmes for Global Technical Support:

• Define a competency matrix and career path for key roles within Global Technical Support
• Build and conduct trainings and capability building programs for Global Technical Support both for new talents joining the organisation and to increase the proficiency of existing talent within the teams
• Support the definition of onboarding plans within teams
• Monitoring the state of knowledge and the level of competence across teams
• Assist Managers and Team Leads in succession planning and career development plans
• Build communities of practice for knowledge sharing across teams

OUR EXPECTATIONS:

Thinking and Acting Outside In

• Ability to proactively capture new evolutions in the area of expertise and translates these insights into ways of working, processes, products, services, reviews, lead innovation assignments of expertise/knowledge in the organization.
• Ability to proactively question current expertise, seek and/or find new expertise to the own functional team and the teams in the value chain.

Agility

• Ability to advise innovation projects for new products and new processes, through in-depth knowledge of legacy and business processes, customer expectations and market and industry trends
• Ability to develop and advise a large portfolio of external and internal customers with complex needs/contexts, and plans leading to highly satisfied customers, also in the long run. Shines when it goes wrong with a focus on the full customer journey.
• Ability to build and share expertise both within the business and supporting units or the customer organization, independently of cultural and linguistic barriers.

Connecting

• Ability to develop productive networks within and outside SD Worx Group, with customers in the market and in the network of technical expertise. Be recognized as a trustworthy source of information/expertise, be searched for expertise related coaching.
• Ability to leverage broad networks to influence, to negotiate or to mediate or to coach effectively to a win-win solution for complex themes and with senior level stakeholders from the customer environment or from SD Worx Group.
• Stimulate the environment of open networks for expertise and knowledge sharing, inspiring and coaching others to become part of it and actively participate.

KNOWLEDGE, TECHNICAL SKILLS, QUALIFICATIONS & EXPERIENCE

Essential

• Diploma/bachelor’s degree in information technology / business management or a related field
• Extensive experience in Technical Support with at least 2 years of experience either as a Team Lead or as a Technical Lead
• Experienced in identifying training needs and building and conducting training/workshops
• Ability to facilitate organizational design and change
• Strong interest in continuous improvement, automation and AI
• Self-management and self-awareness skills
• Coaching skills
• Proficiency in English and excellent communication skills.
• Experience working with Service Now would be considered an asset.

What do we have to offer?

• Leaves: all types of leave granted from day 1 (annual leave, sick leave, study leave, maternity/paternity leave, wedding leave, compassionate leave). Eligible for seniority leave after 3 years
• Insurance benefits: Medical insurance fully paid by SD Worx for you and two dependents (children up to 18 years old). Option to upgrade available. You are also eligible to enroll your parents in your medical insurance at a subsidized rate
• Monthly fixed transport allowance
• No deduction for using the company’s transport after work
• Eligible for a mobile voucher, redeemable at one of four suppliers, renewable every 3 years
• Fixed internet allowance for home use
• Career break option
• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
• Yearly performance review with remuneration review
• Yearly company bonus
• Car loan: subsidized interest facility
• Referral program
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!

Please be informed that upon successful completion of the interview process, you will be required to submit a recent Certificate of Character, and you will undergo a background check as part of our standard legal procedures.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.