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.
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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.
