Manager Service Management

Job Description:

Essential Job Functions: • 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.

Basic Qualifications: • Bachelor's degree in a relevant field or equivalent combination of education and experience • Typically, 7+ years of relevant work experience in 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

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