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.