Service Excellence Manager
About this position
Responsibilities
• Provide strategic leadership and direction to the Service Desk team, ensuring effective incident and service request management.
• Establish and monitor service desk KPIs, including response times, ticket resolution, and customer satisfaction.
• Oversee all ITSM processes, including incident management, problem management, change management, and service request fulfillment, to ensure alignment with industry best practices (ITIL framework).
• Identify areas for ITSM process improvement and implement enhancements as needed.
• Drive a culture of continuous improvement within the IT service organization.
• Initiate and lead ITSM process optimization projects to enhance service quality and efficiency.
• Define and monitor service level agreements (SLAs) by focusing on meeting or exceeding performance targets.
• Collaborate with cross-functional teams to improve service levels and user satisfaction.
• Collaborate with end-users and stakeholders to understand their IT service needs and expectations.
• Implement initiatives to enhance the overall user experience and streamline service delivery.
• Recruit, develop, and mentor IT service professionals to build a high-performing team.
• Provide coaching and training to promote skill development and career growth.
• Manage relationships with IT service vendors and suppliers to ensure quality service delivery.
• Monitor vendor performance and enforce contractual agreements.
• Oversee the selection, implementation, and maintenance of ITSM tools and technologies.
• Ensure ITSM tools support efficient service management processes.
Requirements
• Bachelor's degree in a relevant field (e.g., Information Technology, Business Administration).
• ITIL certification or equivalent ITSM certifications preferred.
• Experience in IT service management and leadership roles.
• Strong understanding of ITIL framework and best practices.
• Proven track record in driving ITSM process improvements