Responsibilities

  • Lead and drive the service delivery and projects implementation
  • Manage and communicate with key holders on operational support daily
  • Monitor and ensure SLAs are met, issues escalated and prioritized
  • Act as the point of contact for account delivery
  • Responsible for service delivery of account and prioritization of work requests
  • Work with the Company Business to integrate new, enhanced and existing service offerings for the account
  • Provide the customers with relevant reporting and trend analysis statistics to pro-actively support and improve the customer’s business
  • Identify operational gaps and drive to ensure closure, both internally and externally
  • Maintain long term healthy customer relationships, acting as the bridge between clients and internal teams
  • Ensure annual customer survey meets the expected customer satisfaction rating
  • Work on financial cost priorities to ensure a balance between customer satisfaction and Company’s business objectives
  • Any other ad-hoc duties as required or assigned

Requirements

  • Bachelor Degree or Diploma in Information Technology / Information Systems / Computer Science, Business IT or other relevant disciplines
  • At least 3 years of relevant government experience in the capacity of Operations Lead / Service Delivery Manager
  • At least 2 years of IT outsourcing experience with proven ability to work in large groups and for large accounts to lead large teams
  • Proven success in achieving project milestones and broad technology awareness
  • Possess a full and broad understanding of the services required by the account and of other services and technology potentially available through the company, along with good project co-ordination skills
  • Strong business acumen, customer focus and good financial management skills
  • Self-motivated and pro-active in resolving issues and identifying new opportunities on the account for the company.
  • Effective interpersonal skills both written and presentation
  • Strong analytical and problem solving skills, combined with the ability to provide quick resolution to problems
  • Experience in coaching and staff development is mandatory