Director, IT End User Engineering

2 tygodni temu

Warsaw, Polska NVIDIA Pełny etat
We are seeking a multifaceted and strategic Director, IT End User Engineering to orchestrate our support organization across the EMEA region. This role entails not just leading support operations but revolutionizing them with an AI-first approach and intelligent workflows to ensure a flawless and fabulous experience for our customers. As the EMEA Support Leader, you will oversee all major sites within the region, driving operational excellence, optimizing metrics, and continuously improving KPIs.

What you'll be doing:

  • Strategic Leadership: Develop and execute a comprehensive strategy to transform support operations across EMEA, prioritizing a fabulous and frictionless customer experience in the region.

  • Team Management: Lead and encourage a diverse team of support professionals across multiple locations, encouraging a culture of innovation, collaboration, and excellence.

  • AI Integration: Drive the integration of AI technologies into support workflows, leveraging machine learning and automation to improve efficiency, accuracy, and overall customer satisfaction.

  • Process Optimization: See opportunities to streamline support processes and implement intelligent workflows to reduce friction points and improve resolution times.

  • Employee Experience: Champion IT initiatives to improve the employee experience within the support organization, ensuring that team members have the tools, training, and support they need to succeed.

  • Metrics and KPI Management: Establish and supervise key performance indicators (KPIs) related to support operations, analyzing data to identify trends, opportunities, and areas for improvement.

  • Continuous Improvement: Drive a culture of continuous improvement, implementing initiatives to improve customer satisfaction and optimize support efficiency.

What we need to see:

  • Proven experience in a leadership role within an IT support or service organization, with a track record of driving operational excellence and customer satisfaction.

  • Broad knowledge and understanding of different IT applications and infrastructure.

  • Strong experience in Data Insights and IT Metrics driving outcomes.

  • Experience with ITSM and Workflow Automation.

  • Outstanding strategic thinking and problem-solving skills, with the ability to develop and implement sophisticated initiatives in a fast-paced environment.

  • Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.

  • Data-driven mindset, with proficiency in analyzing metrics and using insights to drive decision-making and performance improvement.

  • BS in Engineering, CS, or equivalent experience with 12+ years of overall experience in Information Technology Enterprise and Infrastructure Management and 6+ years of leadership.

Ways to stand out from the crowd:

  • Solid understanding of AI technologies and their application within support operations, with experience implementing AI-driven solutions preferred.

  • Fluency in German.

NVIDIA is widely considered to be one of the technology world’s most desirable employers. We have some of the most forward-thinking and hardworking people in the world working for us. If you're creative and autonomous, we want to hear from you NVIDIA is committed to fostering a diverse work environment and is proud to be an equal-opportunity employer. As we highly value diversity in our current and future employees, we do not discriminate (including in our hiring and promotion practices) on the basis of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.

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