Service Management Professional

About the Job

• Ensure that services consistently meet established SLAs and KPIs, addressing any deviations promptly.
• Supervise a team of service management professionals, ensuring their productivity and efficient handling of client requests.
• Engage with clients to gather feedback, address basic concerns, and coordinate support.
• Collaborate with senior management to assist in the implementation of process improvements to enhance service delivery.
• Supervise the handling of service incidents, requests, and escalations, ensuring timely resolution.
• Maintain comprehensive service documentation, ensuring that all processes are well-documented and up-to-date.
• Generate reports on service performance and client feedback for review and action.
• Coordinate resources and schedules to ensure optimal service coverage.

Requirements

• Bachelor's degree in a relevant field or equivalent combination of education and experience.
• Typically, 7+ years of relevant work experience in the industry, with a minimum of 3 years in a similar role.
• Proven experience in Service and Program Management.
• Proficiencies in strategic planning, team leadership, and performance management.
• Continuous learner that stays abreast with industry knowledge and technology.

Other Qualifications

• Advanced degree in a relevant field a plus.
• Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library), a plus.

Work Conditions
At the company, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.