Responsibilities:
1. Customer Satisfaction and Loyalty:
- Develop and implement strategies to ensure high levels of workplace satisfaction.
- Establish and monitor SLA related to workplace experience.
- Gather and analyze users feedback to identify areas for improvement.
2. Workplace Experience Design and Improvement:
- Oversee the workplace experience for users.
- Implement innovative solutions to improve productivity, collaboration, and overall user satisfaction.
3. Leadership of Customer Experience and Service Teams:
- Lead and manage customer experience and service teams, including desktop support, IT services desk, and VIP support.
- Foster a culture of excellent customer service and continuous improvement.
- Provide guidance and support to team members, ensuring alignment with organizational objectives.
4. Team Management and Financial Oversight:
- Recruit, train, and manage team members effectively.
- Monitor team performance and implement performance improvement strategies.
- Manage the department's budget, track expenses, and ensure profitability.
5. Accountability for Service Delivery:
- Take ownership of service delivery performance, meeting and exceeding customer expectations.
- Proactively identify and address service delivery issues to maintain high standards.
- Work closely with teams to anticipate future demand and scale resources accordingly.
6. Process Analysis and Optimization:
- Analyse internal processes to identify areas for optimization.
- Develop and implement strategies to improve service delivery efficiency.
- Regularly review and update processes to align with industry best practices.
7. Reporting to Management:
- Provide accurate and regular reports to the management on the performance of service delivery.
- Present key metrics, trends, and insights to support data
Experience:
1. Technical Knowledge:
- Demonstrated technical expertise in supporting end-user devices.
- Proficiency in Microsoft technologies, including O365, Active Directory, Intune, and Azure AD.
2. Operational Ability:
- Proven operational skills in managing diverse, large-scale environments.
- Ability to navigate and oversee complex IT infrastructures effectively.
3. Vendor Management:
- Experience in dealing with third-party-provider services.
- Capability to manage relationships with external vendors and service providers.
4. Service Delivery Expertise:
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- ITIL certification demonstrating a strong foundation in IT service management.
- Proven experience in people management and leadership roles.
- Ability to inspire and lead teams towards achieving service delivery goals.
5. Organizational Skills:
- Strong organizational skills to manage and streamline service delivery processes.
- Ability to coordinate and prioritize task efficiently in a dynamic environment.
- Solid resource planning skills to optimize team efficiency.
- Proven ability to identify, analyze, and solve problems effectively.
6. Proactive Attitude:
- Readiness to demonstrate a proactive attitude towards anticipating and addressing customer needs.
- Ability to implement preventive measures and improvements to enhance the customer experience.
7. Communication Skills:
- Excellent verbal and written communication skills.
- Ability to articulate complex technical issues in a clear and understandable manner.
Qualification:
- Bachelor’s Degree or Diploma in Information Technology, Computer Science or a related field.
- ITIL Certification
