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Role summary:
Responsible for ensuring that support services are planned and delivered in line with business objectives, budgets and agreed contractual obligations and expectations. The intention for this position is to create a positive, collaborative customer journey from bid to service delivery execution.
Role Key Accountabilities
Customer and Stakeholder relationship management
• Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs.
• Align with our clients customer expectations to ensure a shared understanding of service delivery goals.
• Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs.
• Deliver high-quality service and support while adhering to our clients processes and standards.
• Contribute to the overall success of the department and provide support in other areas as needed
Ownership and initiative
• Serve as an escalation point, responding promptly and effectively to service alerts and issues.
• Proactively mitigate potential or actual service disruptions, ensuring swift resolution
• Support customer onboarding for service-specific requirements - inclusive of process creation
Continual service improvement
• Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction.
• Develop and refine service processes, identify areas for improvement, and contribute to solution development.
Service reporting and analysis Customer and Stakeholder relationship management
• Establish and maintain strong relationships with external clients and organisations to understand and meet their service needs.
• Align with our clients customer expectations to ensure a shared understanding of service delivery goals.
• Manage and oversee supplier relationships in accordance with contractual agreements and agreed SLAs.
• Deliver high-quality service and support while adhering to our clients processes and standards.
• Contribute to the overall success of the department and provide support in other areas as needed
Ownership and initiative
• Serve as an escalation point, responding promptly and effectively to service alerts and issues.
• Proactively mitigate potential or actual service disruptions, ensuring swift resolution
• Support customer onboarding for service-specific requirements - inclusive of process creation
Continual service improvement
• Lead and support initiatives to enhance service delivery, focusing on customer satisfaction, service quality, cost efficiency, and risk reduction.
• Develop and refine service processes, identify areas for improvement, and contribute to solution development.
Service reporting and analysis
• Monitor and report on SLA and KPI performance, providing detailed analysis, insights, and recommendations for improvement.
• Analyse customer KPIs to identify trends, addressing any issues promptly with corrective actions
Desired Knowledge, skills and experience for the role:
Service Management:
• Proven experience in implementing service improvement initiatives and maintaining high service quality standards.
• Strong understanding of ITIL4 practices and their practical implementation.
• Excellent presentation skills with the ability to effectively communicate information to various audiences.
Customer Service:
• Demonstrated experience in customer service, including the presentation and analysis of key performance indicators (KPIs).
• A customer-centric mindset, ensuring exceptional service delivery
Problem Solving:
• Strong problem-solving skills, essential for swiftly addressing and resolving technical issues to maintain service continuity and minimise disruptions Communication:
• Exceptional verbal and written communication skills.
• Strong organisational and planning abilities, including meeting governance management.
• Adept at building relationships and influencing stakeholders with credibility and confidence.
• Ability to challenge existing approaches constructively while fostering trust through experience and personal style
