Description
Lead and develop the service delivery and operations function, leading strategic initiatives and embed a culture of continuous improvement through the delivery team while meeting deadlines and quality standards. Enable and champion a service delivery culture, promote ongoing service improvements, to improve quality and client satisfaction. Monitor , investigate & resolve incidents and problems--- and act as SPOCs for day to day issues/managing stakeholders. Overall accountable of the quality of service and performanceDUTIES AND RESPONSIBILITIES: Service Performance Monitoring: Monitoring and analyzing data related to service performance metrics such as uptime, response times, and customer satisfaction.
Incident and Problem Management: Using data to identify trends and patterns in service incidents and problems, and implementing strategies to prevent recurring issues.
Service Level Management: Ensuring that service level agreements (SLAs) are met by monitoring relevant data and taking corrective actions when necessary.
Capacity Planning: Utilizing data to forecast future service demands and plan capacity accordingly to ensure optimal performance and resource allocation.
Change Management: Analyzing data to assess the impact of proposed changes on service delivery and coordinating with relevant stakeholders to minimize disruptions.
Vendor Management: Leveraging data to evaluate the performance of service providers and make informed decisions regarding vendor selection and contract negotiations.
Continuous Improvement: Using data-driven insights to identify areas for improvement in service delivery processes and implementing initiatives to enhance efficiency and effectiveness, optimize service delivery, improve customer satisfaction, and drive organizational success.
REQUIREMENTS: 10+ years experience working with a similar environment
Proven experience of running and scaling service delivery teams
Demonstrated ability to deliver a culture of service excellence
High level of technology knowledge and adoption and experience in improving service operations
Experience of creating Service and Support processes from the ground up and carrying out effective stakeholder management up to Exec Level for both Technical and Business customers to ensure the process is adopted
Extensive Supplier and Vendor Management Experience including contract negotiations through to holding on-going formal monthly and quarterly service reviews.
Experience of driving service improvement through effective process governance
Bachelor's degree in Computer Science, Computer Engineering, Information Systems or related degree
Soft Skills: In-depth knowledge of service management principles
Relevant ITIL certification(s) and/or a clear understanding of ITIL best practice
Understanding of Data Operations
Highly articulate written and oral communication skills
Technical Skills: Working knowledge of AWS or equivalent cloud platform
Working knowledge of Enterprise job scheduler and orchestrator
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