Job Summary
As the head of service management, you will maintain above 90% customer fulfillment score across our products and services. Ensure Value Creation Process, Task Management with (JIRA), ITIL, ISO 9001. To Develop and implement service strategies to meet customers' needs and improve service quality. Monitor service metrics, analyze customer feedback and address any gaps or areas for improvement.
Responsibilities / Requirements:
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Execute your deliverables using the 4DX framework and approved systems at work.
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Provide the highest level of customer service to our customers.
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Develop lasting customer relationships through methodical and excellent service.
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Manage the service team members.
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Keep abreast of industry standards and practices and maintain strong working knowledge of the company’s products and services.
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Manage and maintain the organization’s knowledge base (wiki) and provide documentation service.
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Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure customer fulfillment. You are also to ensure that the team’s objectives and goals are met.
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Handling customer complaints or concerns quickly using ITIL standards and processes to maintain good customer relationships and satisfaction.
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Provide asset management services in line with the industry standards (ISO 9001, ITIL).
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Setting up and maintaining a service desk by evaluating and ensuring its effectiveness.
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Provide training services for new employees in line with the organization's culture, values, processes, and onboarding Curriculum.
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Problem management. The ideal candidate should be able to monitor department issues and customer complaints and also address root causes through standards and processes to prevent recurrence.
Educational Qualification and professional qualification
1. Bachelor's Degree (2.1) from a reputable University.
Certification: ITIL 4 Certification
Experience
Minimum of 3-5 years experience in a similar role Eg. Information Technology.
Competencies
1. Track record of driving initiatives to benefit realization
2. Can work with minimal supervision, and with proper accountability
3. Good people relationship and management skills
4. Excellent leadership, communication, sales and customer service skills
5. Sales-minded attitude. Have an eye to generate leads or revenue for the company and minimize cost.
4. Effective time management skills.
5. Attention to detail.
Interpersonal Competencies
1. Can work well under pressure, manage stress effectively, and respect timelines.
2. Proficiency with word processing, spreadsheet, and diagramming tools, as well as database systems.
3. Proficiency in technical writing and ability to read and understand technical documentation
4. Good interpersonal skills, team management, and motivation skills.
5. High level of discretion in handling sensitive information learned in the course of work.