About the role
Service levels. · Support to implement new processes, platforms, services, tracking, and driving efficiencies. · Reporting: Weekly, Monthly and Quarterly for service delivery. · Monitor project progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables. · Be a people manager to coach, counsel, identify manpower needs, recruit, develop and motivate employees. · Drive productivity and continuous improvement initiatives to improve efficiency in the workplace. · Connecting with key business stakeholders to understand their requirements and using this understanding to support design of solutions to ultimately support business. · Work closely with members of the team and other stakeholders to review and restructure processes and platforms to ensure we’re operating at scale · Deep understanding of service management principles, frameworks (such as ITIL), and best practices. · Must be able to coordinate well between teams and technical experts. · Ensure services are delivered efficiently and meet business needs. · Client Relationship Management: · Build strong interpersonal relationships with internal clients. · Communicate effectively with stakeholders to understand their requirements and expectations. · Address client concerns promptly and maintain client satisfaction. · Lead project teams responsible for service delivery. · Key Performance Indicator (KPI) Tracking: · Define and track KPIs related to service quality, response time, and customer satisfaction. · Use data-driven insights to make informed decisions and drive continuous improvement. · Proven experience in service delivery management. · Excellent communication and leadership skills.