Leader – Services & Support (Implementation, Integration & Customer Operations) IRC286204

Description

Join GlobalLogic, to be a valid part of the team working on a huge software project for the world-class company providing M2M / IoT 4G/5G modules e.g. to the automotive, healthcare and logistics industries. Through our engagement, we contribute to our customer in developing the end-user modules’ firmware, implementing new features, maintaining compatibility with the newest telecommunication and industry standards, as well as performing analysis and estimations of the customer requirements.

Requirements

Role Summary

The Leader of Services & Support is accountable for end-to-end customer-facing service delivery, including external product implementation, systems integration, hosting and deployment, technical and product support, service operations, and customer relationship management. This leader ensures reliable onboarding, stable operations, high service quality, and strong customer satisfaction, while continuously improving service efficiency and scalability.

Product Implementation & Onboarding

Lead external product implementations, customer onboarding, and go-lives

Own implementation standards, playbooks, timelines, and quality gates

Coordinate across engineering, infrastructure, and customer teams to ensure successful deployments

Systems Design, Integration & Deployment

Oversee system design, integration, and API enablement for customer environments

Lead hosting and deployment teams to ensure stable, secure, and scalable setups

Ensure integration reliability across internal and external systems

Service Operations & Support

Own technical support, product support, and customer operations

Ensure incident, problem, and escalation management for customer-facing issues

Drive SLA adherence, uptime, response times, and resolution quality

Customer Experience & Relationship Management

Lead customer support and customer relations teams

Act as executive escalation point for key customers

Drive customer satisfaction, retention, and long-term service trust

Service Analytics & Continuous Improvement

Lead service analytics, systems & data analysis, and operational reporting

Track KPIs such as SLA performance, MTTR, backlog, and customer satisfaction

Drive root-cause analysis and continuous service improvement initiatives

Process Excellence & Enablement

Own service processes across implementation, support, and operations

Lead process analysts to standardize workflows and remove inefficiencies

Implement service management best practices and tooling

People, Vendor & Stakeholder Leadership

Lead multi-disciplinary teams including implementation specialists, technologists, analysts, support engineers, and customer ambassadors

Manage service partners, hosting providers, and third-party vendors

Collaborate closely with Product, Engineering, Infrastructure, and G&A leaders

Job responsibilities

Product Implementation & Onboarding

Lead external product implementations, customer onboarding, and golives

Own implementation standards, playbooks, timelines, and quality gates

Coordinate across engineering, infrastructure, and customer teams to ensure successful deployments

Systems Design, Integration & Deployment

Oversee system design, integration, and API enablement for customer environments

Lead hosting and deployment teams to ensure stable, secure, and scalable setups

Ensure integration reliability across internal and external systems

Service Operations & Support

Own technical support, product support, and customer operations

Ensure incident, problem, and escalation management for customer-facing issues

Drive SLA adherence, uptime, response times, and resolution quality

Customer Experience & Relationship Management

Lead customer support and customer relations teams

Act as executive escalation point for key customers

Drive customer satisfaction, retention, and long-term service trust

Service Analytics & Continuous Improvement

Lead service analytics, systems & data analysis, and operational reporting

Track KPIs such as SLA performance, MTTR, backlog, and customer satisfaction

Drive root-cause analysis and continuous service improvement initiatives

Process Excellence & Enablement

Own service processes across implementation, support, and operations

Lead process analysts to standardize workflows and remove inefficiencies

Implement service management best practices and tooling

People, Vendor & Stakeholder Leadership

Lead multi-disciplinary teams including implementation specialists, technologists, analysts, support engineers, and customer ambassadors

Manage service partners, hosting providers, and third-party vendors

Collaborate closely with Product, Engineering, Infrastructure, and G&A leaders

Key Skills & Competencies

Customer implementation and enterprise service delivery

Systems integration, APIs, and deployment leadership

Technical and product support operations

Service analytics, KPIs, and operational reporting

Process design, service management, and continuous improvement

Strong customer-facing leadership and executive communication

Experience & Qualifications

15 years in services, support, or customer operations roles

10 years leading customer-facing technical teams

Proven experience running enterprise implementations and 24 by 7 support operations

Strong background in systems integration, deployment, and service reliability

Bachelor’s degree in Engineering or Technology (Master’s preferred)

ITIL or Service Management or domain-specific certifications are a plus

Success Measures

Successful, on-time customer implementations and go-lives

SLA adherence, uptime, and MTTR improvements

Customer satisfaction, retention, and escalation reduction

Service productivity, backlog reduction, and process efficiency

Team capability, engagement, and scalability

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders.

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.