Customer Needs & Service Delivery: Identify customer needs and oversee service delivery within the business context, ensuring alignment with customer expectations.
Team Leadership & Conflict Management: Lead the service delivery team, manage conflict, and ensure efficient execution of processes and tasks.
Financial Management: Oversee key finances and accurately forecast service-related costs and resource requirements.
System Knowledge & Troubleshooting: Maintain a comprehensive understanding of end-to-end systems to effectively troubleshoot issues and address change requests.
Incident Management: Take ownership of critical incidents, coordinate with resolution parties, and facilitate clear communication between stakeholders for post-incident analysis and improvements.
Performance Reporting: Provide accurate, timely reports on service delivery performance to senior management.
Process Analysis & Optimization: Analyze both client and internal processes, and implement strategies to optimize service delivery efficiency.
Team Development: Build and manage a team of maintenance service engineers, ensuring they meet customer expectations and maintain a high level of competency.
SLA Management: Plan, manage, and monitor the maintenance team's response times, ensuring compliance with Service Level Agreements (SLAs).
Contract Management: Ensure clarity on contractual obligations, monitor contract validity, and manage contract renewals with clients.
Financial KPIs: Consistently meet or exceed financial Key Performance Indicators (KPIs) for the service team.
Technical Skills:
ITIL: Strong understanding and application of ITIL practices for service management.
Full Stack Development: Knowledge of full-stack development processes and technologies.
