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:
• Recruit, train, and manage team members effectively.
• Monitor team performance and implement performance improvement strategies.
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.
• Skilled in Microsoft Office Suite and PowerBI for content and report generation.
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
