- Main Point-of-Contact (POC) with Customer on all requirements of the IT Concierge Services & Operations.
- Project Management to provision the delivery of outcome-based IT Concierge services and manpower for backend IT support.
- Monitor and analyze all outcome-based performance metrics (i.e customer satisfaction, responsiveness, resolution rates) to ensure targets for incident resolution, service request fulfilment, response time, and VIP supports are met.
- Set clear team performance expectations, provide coaching, feedback, and regular performance evaluations to team members.
- Generate reports (monthly performance and yearly performance review) on operational performance and present findings to the management team.
- Collaborate with stakeholders to address customer issues and improve overall service delivery quality.
- Handle escalated customer inquiries and complaints, resolving issues effectively.
Educational Background
- Bachelor’s degree in business administration, information technology, or a related field.
- Relevant certifications (e.g., ITIL, PMP, or Six Sigma) may be preferred.
Experience
- Several years of experience in IT service management, operations, or project management.
- Previous experience in a leadership or managerial role.
