As a Senior Customer Operations Specialist at Insight, you will be responsible for executing core processes to ensure high levels of client satisfaction. Your key responsibilities will include:
Executing and governing ITIL processes for Insight EMEA clients as part of the SGDA team
Monitoring SLAs and operational KPIs, flagging exceptions, and leading corrective actions
Identifying opportunities for process improvements and communicating them to relevant teams
Proactively escalating issues with process operation to the leadership team
Ensuring documentation associated with process execution is up-to-date and stored correctly
Engaging with the wider Service Management team and addressing challenges and conflicts
Maintaining quality procedures and standards, and managing risks effectively
To qualify for this role, you should have:
A degree or equivalent professional experience
Technical certification in the Microsoft technology stack
ITIL v4 Foundation certification at a minimum
ITIL v4 Expert qualifications
5+ years of experience in Service Management roles
Project Management experience and qualifications
High proficiency in written and spoken English
Experience working with global teams
Strong organizational skills and ability to manage multiple priorities
Interest in diversity, equality, and inclusion
Analytical and problem-solving skills for implementing service improvements
Enthusiasm, pragmatism, and self-management with strong leadership abilities
Insight offers a range of benefits including the freedom to work from another location for up to 30 days per year, medical insurance, health benefits, professional development opportunities, and shift allowance. The company values Hunger, Heart, and Harmony, guiding interactions with teammates, partners, and clients, as well as community impact efforts. Insight is committed to diversity and welcomes candidates with varying skills and experiences. If you are interested in joining a dynamic team that values talent and growth, consider applying for this role at Insight. As a Senior Customer Operations Specialist at Insight, you will be responsible for executing core processes to ensure high levels of client satisfaction. Your key responsibilities will include:
Executing and governing ITIL processes for Insight EMEA clients as part of the SGDA team
Monitoring SLAs and operational KPIs, flagging exceptions, and leading corrective actions
Identifying opportunities for process improvements and communicating them to relevant teams
Proactively escalating issues with process operation to the leadership team
Ensuring documentation associated with process execution is up-to-date and stored correctly
Engaging with the wider Service Management team and addressing challenges and conflicts
Maintaining quality procedures and standards, and managing risks effectively
To qualify for this role, you should have:
A degree or equivalent professional experience
Technical certification in the Microsoft technology stack
ITIL v4 Foundation certification at a minimum
ITIL v4 Expert qualifications
5+ years of experience in Service Management roles
Project Management experience and qualifications
High proficiency in written and spoken English
Experience working with global teams
Strong organizational skills and ability to manage multiple priorities
Interest in diversity, equality, and inclusion
Analytical and problem-solving skills for implementing service improvements
Enthusiasm, pragmatism, and self-management with strong leadership abilities
Insight offers a range of benefits including the freedom to work from another location for up to 30 days per year, medical insurance, health benefits, professional development opportunities, and shift allowance. The company values Hunger, Heart, and Harmony, guiding interactions with teammates, partners, and clients, as well as community impact efforts. Insight is committed to diversity and welcomes candidates with varying skills and experiences. If you are interested in joining a dynamic team that values talent and growth, consider applying for this role at Insight.
