صاحب العمل نشط
حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيحالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيThis is a remote position.
This position is for Work from Home Setup and the candidate will be working night shift from 8:00 PM to 5:00 AM
Responsibilities:
Service Management
Maintain high performing service support functions including an IT Service Desk Desktop Support and VIP Support.
Own the Incident Request Change and Escalation processes ensuring high levels of performance in these processes
Accurate reporting and establishing service improvement activities when required
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensure coordination of parties involved effective communication to stakeholders and post incident resolution review
Monitor control and support service delivery ensuring systems methodologies and procedures are in place and followed
Champion Service and Support in clients and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and communicated and agreed with stakeholders
Accountability for the quality of service and performance ensuring future growth projections within clients BAU environment and client projects are understood and factored into capacity planning for all associated systems and resources
Detailed knowledge of the client contracts and obligations (SOW) understanding the contractual risks and opportunities and using them to your advantage.
Ensure contract end dates and renewals are effectively managed
.
Financial management
Year on year increase of the income on the SOW s you are looking after
Cost management and identification of possible cost savings opportunities YOY
Manage and maintain forecast and budgets for your clients.
Manage and maintain PO s ensuring valid PO s with available funds are available at all times
Reduce partner spend by x % year on year can we do it ourselves approach collaborate
Reduce backup cost by continuously looking at:
o Can we hire ourselves
o What other business do we have in the region
o Speak to the other PM s asking them if they can help collaborate with some of their staff
Find other cost saving opportunities wherever possible whilst maintaining or increasing the quality.
Communication
Manage communication between the engineers and client as well as the engineers and Excis
Drive internal and thirdparty service review meetings covering performance service improvements quality and processes
Conduct quarterly operational reviews with internal and external teams
Performance & Quality
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Work with internal and thirdparty teams to ensure actions are implemented and completed to maintain and improve services
Provide regular and accurate management reporting on Service performance
Effectively deliver/manage Staff Management including recruitment mentoring training target setting and performance assessment
Be an ambassador for IT working across the business to provide effective communication on matters and build relationships with other teams to ensure effective dialogue between departments
Essential Core Competencies
Excellent leadership and people management skills
Excellent written and verbal communication skills
Willingness to support and mentor junior staff
Excellent customer facing/customer service skills
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Excellent organisational skills
Able to manage sensitive and sometimes confidential information
Selfmotivation and able to take responsibility
Able to manage and prioritise and tasks and time efficiently
Able to demonstrate initiative and a proactive approach to daily tasks
This description reflects the core activities of the role but is not intended to be allinclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognise this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organisational needs. Any major changes will be discussed with the post holder.
دوام كامل