IT Service Excellence Lead
No salary listed
Mid
Bengaluru, Karnataka, India
In Person
IT OperationsIT Service Desk & End User Support
About the job
Requirements
- Proven experience leading information technology support or service desk teams.
- Ability to delegate, track performance, and coach team members.
- Strong stakeholder and cross-functional collaboration skills.
- Conflict resolution and people-management abilities.
- Experience generating and analyzing information technology support reports, including service-level agreement metrics, ticket trends, and resource utilization.
- Familiarity with incident, problem, and change-management metrics.
- Ability to derive insights and recommend action plans based on data.
- Hands-on experience creating ServiceNow dashboards and reports.
- Understanding of ServiceNow configuration management database, ticket lifecycle, and performance analytics.
- Ability to design interactive Power BI dashboards using DAX and data modeling.
- Proficiency in advanced Microsoft Excel, including PivotTables, Power Query, VLOOKUP/XLOOKUP, macros, and dashboards.
- Expertise in Microsoft PowerPoint, including slide design, storytelling, and infographics.
- Ability to translate technical data into executive-level presentations.
- Knowledge or certification in ITIL.
- Knowledge of automation tools such as Power Automate and scripting.
- Experience working in a global or multi-time-zone support model.
Responsibilities
- Establish and lead a customer feedback committee.
- Serve as the point of contact for technical escalations.
- Lead the promotion of information technology services to the Groupe, including the Marcel community.
- Collaborate across teams to enhance support-quality measurements, related processes, and training.
- Develop processes, practices, and standard operating procedures for operational efficiency.
- Work on Global Technical Support projects to improve efficiency.
- Meet with functional tracks on a quarterly basis.
- Write progress reports and deliver presentations to relevant stakeholders.
- Communicate expectations, assignments, and responsibilities clearly and professionally.
- Assist in creating team key performance indicators and monitor and report on results.
- Share documented feedback with the team on a quarterly or monthly basis.
- Conduct a weekly team huddle with documented minutes of meeting and historical data.
- Perform process knowledge-transfer downloads and access provisioning for new hires and terminated employees.
- Control attrition.
- Use gamification, empowerment, trust, and other strategies to develop and motivate team members.
- Liaise with team members, management, and clients to ensure projects are completed to standard.
- Ensure projects are completed within a defined timeframe and provide all updates to the team.
- Document new processes and workflows.
Desired Qualifications
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Specialized knowledge of global technical support and service desk processes.
- Strong teaching and mentoring experience.
- Project management experience, including using organizational tools to track progress, assign tasks, and achieve timelines.
- Excellent Microsoft PowerPoint presentation skills.
- Additional certification in Microsoft, ITIL, or similar technologies.
About the company
Publicis Groupe runs advertising, media buying and digital transformation services for companies that want to reach consumers, coordinate campaigns and improve their business systems. Its agency network includes creative and media specialists, while Publicis Sapient builds and modernizes the technology behind clients' operations. Epsilon adds customer data and marketing technology that connect brands with audiences and measure campaign results. Clients pay for consulting, campaign creation and execution, with production and media costs billed through alongside the group's service work. Founded in 1926, Publicis Groupe is headquartered in Paris, France.
Company Size
10,001+
Company Stage
IPO
Headquarters
Paris, France
Founded
1926
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Simplify's Take
What believers are saying
- Growth is holding up: July 2026 results showed 4.7% organic net revenue growth in the first half.
- Data work is expanding: Publicis agreed in May 2026 to buy LiveRamp and its data collaboration business.
- International experience has a formal route: WorkYourWorld gives approved Publicis employees up to six weeks abroad annually.
What critics are saying
- Accounts are vulnerable: Publicis' top 100 clients generated 58% of 2025 revenue, with short-notice contract exits.
- Employees face continuing reorganization: July 2026 results reported €76 million restructuring costs, up from €63 million.
- Expansion adds interest costs: September 2026 LiveRamp financing priced €500 million of bonds with a 4.125% coupon.
What makes Publicis Groupe unique
- Agency collaboration has financial backing: Publicis unifies profit accounts and gives each global client one accountable leader.
- Epsilon connects ads to purchases: its CORE ID uses transaction data rather than third-party cookies.
- Leadership continuity is unusual: Arthur Sadoun is only Publicis Groupe's third CEO.
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Benefits
- Remote Work Options
- Hybrid Work Options
- Training Programs