Lihy Jacoby

Experience

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  Ness Technologies | נס טכנולוגיות

  Jan 2000 - Dec 2009

  *Expert Application Support Manager (2nd Tier) on Clalit’s designated systems, CRM, SAP – HR, Logistics & Finance. * Lead Unified Service Center which included several service centers to unified procedures & processes.* Led Ness Unified Service Center to ISO 20,000 standards. Established and managed OFEK 2nd Tier Support, internal customers of Clalit’s hospitals and community. Providing Office 2nd Tier Support, installations, frontal & personal training.

  • Experts (Tier 2,3) Applications Support Manager @ Clalit Health Services

    Jan 2005 - Dec 2009

  • 2nd Tier Support Manager - Designated Medical System @ Clalit Health Services

    Jan 2003 - Dec 2004

  • Office Applications 2nd Tier Support @ Clalit Health Services

    Jan 2000 - Dec 2002
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  Teva Pharmaceuticals

  Jan 2010 - Aug 2010

  Global Project Manager

  * Managed Teva globally transition from Lotus Notes to Exchange Outlook.* The project includes training, implementation and guidance for 36,000 end users with decentralization in 50 countries and 20 languages.* Team Leaders direct management and indirect management for teams of content developer, guides, implementing and applicative support.* Responsibility for recruiting, Client & Supplier relationship, working along with the customer, IT teams & Suppliers in a very tight timeline.* The project won the Teva IT Awards competition. Show less

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  NICE Ltd

  Aug 2010 - Sept 2015

  Global Customer IT Service, Site Manager

  • Manage two service desks, one for internal clients and the other for external customers.• Planned, launched and manage NICE’s first Global Service Desk (GSD) for 4,500 internal clients.• Established from local to global 24/7 support services.• Overall responsibility for the GSD conduct, managed and improve service, work methods and processes, created post incident reviews, quality assurance. Liability of client & supplier relationship, manage global projects, leading the GSD to excellence.• Direct management & Mentoring the Team Leaders and indirect management for the GSD and Back Office teams. • Manage & Implementation changes in dynamic organization. Manage compliance with KPI along proactivity, capacity & trends analysis. Responsibility for staff recruiting, retention, development and evaluation.• Exceeded targets for the KPI: 1st Tier Resolution, SLA and Client Satisfaction.• Establish & Implement new Support Center Models:- Employees Evaluation – model includes quantitative measurements, service value and soft skills according to the organization values.- Certification Plan – employee’s certificate by three professional levels which create a career path, reducing the training period and increase business and agent’s efficiency.- 1st Tier Resolution – Business Impact Services (BIS) – define a new measure that based on index of Top 4 services by volume and unique clients, for maximum business impact by give higher prioritization for the most business impact services, along with increase employees professionalism on this specific services, which lead to increase FTFR and improved service and clients’ satisfaction.The GSD won the 2011 Impact Award for Organizational Impact, for the positive impact it has had on the employee experience at NICENess Site received excellence Award for the best Ness Site 2012 Show less

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  Ness Technologies | נס טכנולוגיות

  Sept 2015 - Nov 2016

  Account Manager & IT Customer Support Center Consultant

  * Manage 24/7 operations: NICE activity and 360 service desk, which supply IT services to 17 organizations, approximately 10,000 end users. * 360 SD Customers include: Ness Internal employees, Magen David Adom, Meir Cars, Israel Aerospace Industries, Israel Ministry of Interior, Sano and more.* Direct management of NICE & 360 Site Managers and indirect management of 40 employees.Established and operated Magen David Adom's Project – True for Life, which provided service to volunteers after a cross country media campaign.* Establish and significantly improved Ness' Service Desk for 2500 Ness' Israeli employees.* Management and conservation of customers' relationships. Analysis and process improvement in 360 Service Desk.* Leading Ness Team Leaders Forum, mentor Ness’ TL. Show less

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  Applied Materials

  Nov 2016 - Feb 2019

  EMEA IT Customer Service Group Manager

  * Overall responsibility for the EMEA Service Group includes: Logistics & Installations Dep., Technicians, EMEA SD, 4500 customers.* Leading the group from site’ crisis and dissatisfaction of the VIP Customers to group's excellence and highest CSAT & KPI's.* Managed and improved: service, work methods, work environment, processes, quality assurance and managed global projects.* Established brainstorming meetings & customized courses for service improvement.* Serve as the primary point of contact for high-valued customers, providing proactive support and guidance to ensure their ongoing success and satisfaction.* Direct management & Mentoring 3 Team Leaders and indirect management 28 group members. * Decrease retention, improved development and evaluation.* Close collaboration with Applied’s client, customers, IT teams & Suppliers in a very tight timeline and highly demanding, to drive growth, loyalty and satisfaction. Show less

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  Elbit Systems

  Jun 2024 - now

  Director of Services