About the position
About our client:
Our client is a highly successful international software development house specialising in telecommunications and payment gateways. With two decades of proven success and remarkable growth, they offer an exceptional training and mentorship program. Your colleagues will be Agile enthusiasts, highly qualified, with a shared goal of continuous improvement. This is a flat organisational structure where participation and opinions are valued. Individuality is encouraged, providing an ideal environment for ambitious individuals to accelerate their career growth.
What you will be doing:
- Ensure a pleasant client experience and top-notch service from the Service Desk.
- Foster team growth, development, and people management.
- Oversee financial management, covering expenses and revenue.
- Act as a reliable escalation point and provide operational support around the clock.
- Ensure adherence to company policies, processes, and controls.
- Provide insightful data and reporting on service quality for both organisation and clients.
- Manage staff availability and step in during emergencies.
- Implement, enforce, and refine processes to enhance efficiency.
- Implement ITIL principles to unlock operational service benefits.
- Foster a culture of continuous improvement in processes.
- Facilitate smooth onboarding of new clients to Service Management processes.
- Conduct Monthly Service Reviews with clients and ensure timely follow-ups.
- Promptly escalate deviations from SLAs for swift resolution by relevant managers.
- Maintain client Support Contracts and annexures accurately.
- Onboard L1 processes to the Service Desk, aiming for 60% coverage of day-to-day tasks.
- Provide a nurturing environment serving as a training ground for the resource pipeline into engineering teams.
- Identify service requests not covered by contracts and obtain billing approval promptly.
What you need:
- A relevant tertiary degree would be beneficial.
- ITIL Foundation Certification is essential
- Intermediate ITIL Service Management Certification would be beneficial.
- 5+ years of Service Management Experience and IT industry experience.
- 3+ years of management-level communication and negotiation experience.
- 2+ years of Contract Management and Financial management experience.
- Basic financial acumen required.
- Skills in IT Service Management, financial acumen, negotiation, and contract management including SLAs.
Job ID:
PS Even if you feel you don't have all the skills listed or if this spec isn't what you are looking for, feel free to send your CV as we probably have other opportunities that could interest you. For a more comprehensive and updated list of opportunities that we have on offer, do visit our website - [URL Removed]
Desired Skills:
- Service Operations Manager
- Service Desk
- ITIL Foundation
