Job scope
Oversee and ensure the successful delivery of IT services through the Service Desk, focusing on SLA adherence, process optimization, and high customer satisfaction. Ensure clients receive consistent, high-quality support while maximizing the value of our services.
Responsibilities
- Manage and monitor the operational execution of the contract, ensuring alignment with commercial terms.
- Organize and allocate project resources effectively, optimizing processes and implementing the most suitable project methods.
- Define, analyze, and track key performance indicators, implementing action plans to drive results.
- Lead, mentor, and support team members, fostering professional growth through training, development plans, and guidance.
- Facilitate onboarding and integration of new colleagues, ensuring smooth team transitions.
- Oversee team activities and ensure efficient collaboration across projects.
- Prepare, analyze, and present project information in steering committees with clients.
- Build and maintain strong client relationships, proactively addressing their needs.
- Monitor P&L and profitability indicators, contributing to financial performance insights and project sustainability.
- Identify opportunities for continuous improvement, enhancing service quality and operational efficiency.
- Minimum 3 years of relevant experience in IT Service Management, Service Desk, or IT Operations.
- Experience in handling service contracts, SLAs, and operational KPIs.
- Experience in process improvement and service delivery optimization.
- Excellent communication skills and ability to maintain strong client relationships.
- Ability to identify opportunities for continuous improvement in service quality and efficiency.
- Problem-solving and decision-making skills in a high-pressure support environment.
- Demonstrated ability to lead teams and manage complex customer-focus projects.
All our positions are open to people with disabilities
