Responsibilities

  • Leading service design, service operation and continuous service enhancement for key accounts through ITIL workflow management.
  • Participate in customer meetings as requested by client managers to present delivery metrics and performance
  • Manage daily operation and team of resident engineers, dispatch engineers and deskside support resource
  • Liaise with product elevation or product specialist team in country for support with technical skills to go onsite for troubleshooting, work closely with client manager to continuously drive high customer satisfaction
  • Drive account-level service delivery improvement and/or cost reduction programs to enable a sustainable services
  • Monitor and track open issues to drive timely resolution, conduct weekly reviews on open escalations and provide management updates
  • Providing technical leadership while providing support to technical team and Business Partners.
  • Leading and providing guidance on service delivery process, this includes the end to end process design enabling delivery against customer requirements.
  • Ensuring optimal standards of customer focus are maintained while monitoring and ensuring that SLAS are achieved, issues escalated and prioritised.
  • Establishing long term relationships with customers while serving as the bridge between internal teams and clients, this includes providing timely customer reports on trend analysis to support and enhance customer business success.
  • Identifying existing operational gaps while providing solutions to internal and external parties through clear and constant communication with key stakeholders.
  • 4 years knowledge of IT and service industry and broad knowledge of small medium businesses and vertical industry markets, and routes to these markets for IT products & services

Requirements

  • Bachelor’s Degree in Computer Science with at least 4 years of hands on experience in a Lead Function Role providing strong Leadership to team members while driving Service Delivery Management.
  • Good Technical Background in monitoring and automation tools, disaster recovery, service desk, field services or infrastructure, this includes storage, network.
  • Be familiar with IT Project, Asset and License Management coupled with a proven track record in achieving Project Milestones.
  • Highly developed problem solving abilities
  • Demonstrated ability to develop relationships across organizations and accomplish goals under pressure situations
  • Strong skills in exercising independent judgment
  • 4-6 years of project/ delivery management experience and good change management skills
  • Excellent presentation skills. Good negotiation/ influencing skills
  • In addition, you should also have a good experience providing mentorship and staff development within team members.