Capital Group Companies

End User Support Service Delivery Senior Manager

Capital Group Companies
Los Angeles, CA, USA
Full-TimeDepends on ExperienceSenior LevelMasters
Job Description

Are you an experienced leader in the world of end user support service delivery? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we have an exciting opportunity for you at Capital Group Companies! As the End User Support Service Delivery Senior Manager, you will be responsible for overseeing the delivery of quality end user support services to our employees across the globe. We are looking for a highly skilled and motivated individual with a strong background in IT service management and a passion for delivering exceptional customer service. If you possess excellent communication skills, a strategic mindset, and have a proven track record of leading successful support teams, we want to hear from you! Join our team and be a part of a company that is committed to helping people achieve their financial goals.

  1. Develop and implement a comprehensive end user support service delivery strategy that aligns with the overall business objectives of the company.
  2. Oversee a team of support service professionals and provide guidance, coaching, and mentoring to ensure high-quality service delivery.
  3. Collaborate with internal stakeholders to identify and prioritize end user support service needs, and develop solutions to meet those needs.
  4. Monitor and analyze service delivery metrics to identify areas for improvement and implement corrective actions as needed.
  5. Manage the budget for end user support services, ensuring that resources are allocated effectively and efficiently.
  6. Continuously evaluate and improve processes, procedures, and tools to enhance the overall end user support experience.
  7. Foster a customer-centric culture within the support team, promoting a proactive and solutions-oriented approach to addressing user needs.
  8. Stay up-to-date with industry trends and best practices in IT service management to drive continuous improvement in service delivery.
  9. Build and maintain strong relationships with external vendors and partners to ensure timely and effective resolution of user issues.
  10. Serve as a point of escalation for complex or high-priority user support cases, and ensure timely and satisfactory resolution.
  11. Collaborate with other IT teams to ensure seamless integration and delivery of end user support services.
  12. Develop and conduct training programs to enhance the skills and knowledge of the support team.
  13. Communicate regularly with senior management to provide updates on service delivery performance and key initiatives.
Where is this job?
This job is located at Los Angeles, CA, USA
Job Qualifications

  • Extensive Experience In It Service Management: The Ideal Candidate Should Have At Least 7-10 Years Of Experience In Managing It Service Delivery, Preferably In A Large Organization. They Should Have A Deep Understanding Of Itil And Other Service Management Frameworks.

  • Strong Leadership And Management Skills: The Candidate Should Have Proven Experience In Managing And Leading Teams. They Should Possess Excellent Communication Skills And Have The Ability To Motivate And Develop Team Members.

  • Technical Expertise: The Candidate Should Have A Strong Technical Background, With Expertise In Various It Systems And Applications. They Should Be Able To Understand And Troubleshoot Complex Technical Issues And Provide Effective Solutions.

  • Customer Focus: The Candidate Should Have A Strong Customer-Centric Approach And A Track Record Of Delivering Excellent Customer Service. They Should Have The Ability To Understand Customer Needs And Align Service Delivery Accordingly.

  • Project Management Skills: The Candidate Should Have Experience In Managing Large-Scale It Projects, From Planning To Execution And Monitoring. They Should Have Strong Project Management Skills And The Ability To Deliver Projects Within Budget And Timeline.

Required Skills

  • Change Management

  • Strategic Planning

  • Project Management

  • Communication

  • Time Management

  • Budget management

  • customer service

  • Analytical Thinking

  • Team Leadership

  • Problem-Solving

  • Resource allocation

  • Technical Expertise

Soft Skills

  • Communication

  • Conflict Resolution

  • Leadership

  • Time management

  • creativity

  • Attention to detail

  • Teamwork

  • Adaptability

  • Problem-Solving

  • Empathy

Compensation

According to JobzMall, the average salary range for a End User Support Service Delivery Senior Manager in Los Angeles, CA, USA is $137,000 - $165,000 per year. However, this can vary depending on the specific company, experience level, and other factors.

Additional Information
Capital Group Companies is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedSeptember 24th, 2024
Apply BeforeJuly 20th, 2025
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About Capital Group Companies

Capital Group is an American financial services company. It ranks among the world's oldest and largest investment management organizations, with $1.87 trillion in assets under management.

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