Manager of Service Excellence
5 hours ago
Job Overview
We're looking for a highly motivated and experienced Service Delivery Management Professional to join our dynamic team at IP-People.
Key Responsibilities:
- Manage customer relationships, identifying opportunities to improve service quality and drive business growth.
- Collaborate with internal teams to deliver exceptional service, ensuring timely and transparent communication with customers.
- Coordinate with external partners to resolve escalations efficiently, maintaining high levels of customer satisfaction.
- Oversee contract fulfilment, accurately reporting on Service Level Agreements and preparing root cause analysis reports.
- Maintain a CSI register, prioritizing initiatives to enhance service quality and partner with Account Management to drive improvement and growth.
- Foster effective relationships with suppliers, ensuring SLAs are met and customer satisfaction is maintained.
- Monitor contractual obligations, ensuring service aligns with available resources and complying with service credit agreements.
- Provide insights for account planning, building relationships with Account Directors for unified client engagement.
Requirements:
- ITIL Foundation certified (minimum requirement).
- At least 2 years' experience in Service Delivery Management within a Managed Service environment.
- Proficient in service delivery, project management, and planning.
- Skilled in report production and document writing.
- Familiarity with Microsoft Word, PowerPoint, Excel, etc.
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