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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