Senior Social Media Manager

This is a remote position.

The Service Quality & Improvement Manager works as part of a team to ensure the continued improvement and successful delivery of all technology services is achieved. Working within the Global Service Management team, this role is focused on Local and Remote Services, for example service desk and desk side support provision.

Excis is a technology Managed Services Provider, who has a global remit to support global businesses. The Service Quality & Improvement Manager will ensure the internal teams, according to both the Excis Standards and contractual agreements, continues to meet business requirements and align to company and business segment strategies. This includes not only the quality of service Excis receive, but identifying improvement opportunities and engaging with the partners involved to implement them.

The Service Quality & Improvement Manager opportunity would be suitable for an Analyst with global experience seeking a role with sole ownership for a service provision or an experienced Manager wishing to broaden the scope of their work to a global level.

• Ensure quality delivery of Local and Remote Services to the company internal teams and third-party vendors maintaining a thorough understanding and visibility of associated performance agreements.
  
• Leads service improvement strategies for enhancing the delivery the operations and processes within the organization.
  
• Drive initiatives to improve operational effectiveness as measured by quality, resolution time reduction and customer satisfaction.
  
• Partner with internal and service provided IT functions to take part in and, where required, lead the design, decision-making and delivery of services.
  
• Take part in the continuous monitoring, improvements and reporting of service delivery performance.
  
• Through Geography Engagement activities, support the business in aligning existing or new service delivery, support solutions to meet requirements and expectations whilst aligning to company strategies.
  
• Partner with Geography Engagement teams, and Key Stakeholders to understand and provide solutions to meet new demands and requirements.
  
• Conduct regular Service Reviews with key stakeholders.
  
• Take part in Supplier Performance Reviews for key User and Global Service Management suppliers and partners.
  
• Act as the business escalation point for service issues or interruption.
  
• Manage the completion of Root Cause Analysis activities and propose / implement process improvements to further enhance services performed by the vendor.
  
• Collaboration with various Technology and Service Governance teams to ensure that they effectively delivered Global Service Management principles under business expectations.
  
• Continued awareness of the IT landscape and market for solution insights, direction, vendors, and methodologies to enhance service offerings.
  

Requirements

• Established experience as a service delivery manager for Local and Remote Services (Onsite Support Services) Technology Services.
  
• Proven ability to identify process improvement opportunities and implementation of effective solutions.
  
• Previous experience dealing with change delivery.
  
• Previous experience of working with large IT service providers for delivery of effective solutions and services.
  
• Propagate a culture of excellence, openness, communication, and support.
  
• Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment.
  
• Apply technology awareness and associated management skills to guide Service partner and other team members to achieve their full potential.
  
• Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services.
  
• Being able to collaborate across multiple teams in the organization.