Job description:

Role
Lead and manage the Service Centre to ensure the efficient delivery of customer support services and the smooth operation of SICPA's solutions. Oversee the Support Line and Support Email, coordinate service activities across local and global teams, drive the adoption of Service Management processes, and ensure high levels of customer satisfaction and operational performance.
Specific Responsibilities and Duties

Lead, coach and develop the Service Centre team, fostering a collaborative and customer-focused culture
Manage the daily operations of the Service Centre, ensuring customer inquiries, incidents and service requests are handled efficiently and within agreed service levels
Act as the primary point of contact for customer support matters and participate in regular customer service review meetings
Coordinate support activities with Field Service, IT Support and global support teams to ensure the timely resolution of incidents and service requests
Ensure compliance with internal and customer Service Level Agreements (SLAs) and escalate issues when required
Implement, monitor and continuously improve Service Management processes, including Incident, Problem, Change and Monitoring Management
Coordinate incident resolution, problem investigations and change requests with customers and internal stakeholders
Organise and coordinate technical and Service Management training for customers and local support teams
Monitor service performance, analyse operational KPIs and prepare reports for customers, management and central support functions
Contribute to continuous improvement initiatives,



operational excellence and the enhancement of support processes, tools and documentation
Ensure compliance with SICPA policies, procedures and Health, Safety & Environment standards

This role also involves

Planning team workload and ensuring appropriate service coverage
Supporting recruitment, onboarding, performance management and employee development
Building strong relationships with customers and cross-functional teams
Participating in local and global projects aimed at improving service quality, efficiency and customer satisfaction
Profile

Bachelor's degree or equivalent technical qualification through education and experience
Minimum 5 years of experience leading a Service Centre, Helpdesk or Technical Support team
Good understanding of IT systems, technical support environments and Service Management principles
Experience coordinating technical support activities and working in SLA-driven environments
Solid leadership skills with the ability to motivate, coach and develop teams
Excellent communication, stakeholder management and customer service skills
Strong analytical, organisational and problem-solving abilities
Ability to prioritise, make decisions and perform effectively under pressure
Demonstrated ownership, initiative and continuous improvement mindset
Fluent in English

WHY JOIN US

Join a global leader in trust technologies with a mission that matters.
Be at the strategic heart of a financially sound and innovation-driven company.
Collaborate with high-level experts and work on impactful international projects.
Operate in a multi-cultural, high-integrity environment where autonomy and ownership are encouraged.

📌 Service Centre Team Leader (Goa)
🏢 SICPA
📍 Goa