JOB SUMMARY: The IT Operations Head is responsible for managing the Service Management Team and leads the establishment and adoption of ITIL processes and functions. They lead the team in providing exceptional customer service and help minimize the loss of productivity due to IT-related issues and concerns to all users in the Siy Cha Group of Companies.
JOB SPECIFICATIONS: 1. A college graduate of Information Technology or any related sciences
2. With at least 8 yrs of IT related job experience and 4 years in leadership role
3. Other Skills/Competencies Required:
a. ITIL v.3 certified b. Involvement in ITIL process implementations c. ITIL Advanced certification is a plus
d. Service Desk Manager certification is a plus
SPECIFIC DUTIES AND RESPONSIBILITIES: 1. Manages the IT service management team in providing day-to-day excellent support services through all available channels and convey best possible resolutions to end users.
2. Designs procedures that are aligned with the best practice as per ITIL recommendations that is used worldwide for IT service management.
3. Drives the department to deliver value to the business by understanding user needs and meet expectations.
4. Analyzes trends from end to end information and proactively establishes solutions to minimize the incidents being raised and loss of productivity from operation/end user side.
5. Studies customer satisfaction survey result and provides corrective action to increase satisfaction and further meet customer needs.
6. Equips the team with excellent customer service skills to exceed end users' expectations.
7. Reports to management the overall status of service and showcases the action plan taken as part of continuous improvements.
8. Analyzes current procedures to look for opportunities for continuous improvements .
9. Tracks team performance and sets coaching sessions in building career growth.
10. Meets external vendors to gather information and fulfilling requests for project-related tasks.
11. Manages expenses for IT asset-related requests and services.
12. Organizes workflow and ensures that the team understands their duties or delegated tasks.
13.Monitors employee productivity and provides constructive feedback and coaching.
14.Accomplishes all other related duties that may be assigned from time to time.
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