Responsibilities:
· Ensure SLAs of accounts managed are met.
· Manage IT Engineers in a way to optimize their potential and productivity.
· Represent Service Delivery Team in meetings with Service Delivery Managers and customers.
· Provide preliminary findings and investigation to customer complaints received by Service Delivery Engineers.
· Provide input to Service Delivery Management in regards to Service Desk Engineers performance for performance evaluations.
· Provide input to Service Delivery Manager in the development of Service Delivery Engineers training plans.
· Coordinate delivery of a consistent and uniform high quality service to customers.
· Regularly inspect, sample & audit the entire incident management process.
· Determine, document & closely monitor any areas that may need improvement.
· Support business improvement initiatives for the accounts (ie ISO certifications, Six Sigma Projects, ITIL processes)
Core Skills
· Technical; Adequate knowledge of applicable software to infer statistical data. Familiarity with the tools, concepts and methodologies of quality management.
· Behavioural; Can deal with the complex relationships and the clashes of priorities and cultures that are bound to occur on large accounts and among diverse groups.
· Is self motivated and pro-active in heading off problems. Strong & effective communication, interpersonal, facilitation, presentation and report writing skills with desire to work as part of a team.
· Competencies: Customer focus, Interpersonal Savvy, Composure, Organisational Agility & Priority Setting. Excellent analytical ability to grasp key points from complicated details.
· Experience: At least 2 years of experience in a service delivery of which 1 year should be in a supervisory capacity preferably in the IT Managed Services environment.
Job Requirement
1. Minimum - Diploma in IT/Business Studies or equivalent.
2. Preferably with ITIL v3/ Process Mapping/Process Management/QMS/Quality Audit/7QC Tools/ISO 9001/20000 certification or knowledge.
3. Fluent in written & spoken English.
4. Excellent analytical abilities to grasp the key points from complicated details.
