Job Description

1. Customer Satisfaction and Loyalty:

• Develop and implement strategies to ensure high levels of workplace satisfaction.

• Establish and monitor SLA related to workplace experience.

• Gather and analyze users feedback to identify areas for improvement.

2. Workplace Experience Design and Improvement:

• Oversee the workplace experience for users.

• Implement innovative solutions to improve productivity, collaboration, and overall user satisfaction.

3. Leadership of Customer Experience and Service Teams:

• Lead and manage customer experience and service teams, including desktop support, IT services desk, and VIP support.

• Foster a culture of excellent customer service and continuous improvement.

• Provide guidance and support to team members, ensuring alignment with organizational objectives.

4. Team Management:

• Recruit, train, and manage team members effectively.

• Monitor team performance and implement performance improvement strategies.

5. Accountability for Service Delivery:

• Take ownership of service delivery performance, meeting and exceeding customer expectations.

• Proactively identify and address service delivery issues to maintain high standards.

• Work closely with teams to anticipate future demand and scale resources accordingly.

6. Process Analysis and Optimization:

• Analyse internal processes to identify areas for optimization.

• Develop and implement strategies to improve service delivery efficiency.

• Regularly review and update processes to align with industry best practices.

7. Reporting to Management:

• Provide accurate and regular reports to the management on the performance of service delivery.

• Present key metrics, trends, and insights to support data

Experience:1. Technical Knowledge:

• Demonstrated technical expertise in supporting end-user devices.

• Proficiency in Microsoft technologies, including O365, Active Directory, Intune, and Azure AD.

• Skilled in Microsoft Office Suite and PowerBI for content and report generation.

2. Operational Ability:

• Proven operational skills in managing diverse, large-scale environments.

• Ability to navigate and oversee complex IT infrastructures effectively.

3. Vendor Management:

• Experience in dealing with third-party-provider services.

• Capability to manage relationships with external vendors and service providers.

4. Service Delivery Expertise:

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.

• ITIL certification demonstrating a strong foundation in IT service management.

• Proven experience in people management and leadership roles.

• Ability to inspire and lead teams towards achieving service delivery goals.

5. Organizational Skills:

• Strong organizational skills to manage and streamline service delivery processes.

• Ability to coordinate and prioritize task efficiently in a dynamic environment.

• Solid resource planning skills to optimize team efficiency.

• Proven ability to identify, analyze, and solve problems effectively.

6. Proactive Attitude:

• Readiness to demonstrate a proactive attitude towards anticipating and addressing customer needs.

• Ability to implement preventive measures and improvements to enhance the customer experience.

7. Communication Skills:

• Excellent verbal and written communication skills.

• Ability to articulate complex technical issues in a clear and understandable manner.

Qualification:

• Bachelor\xe2\x80\x99s Degree or Diploma in Information Technology, Computer Science or a related field.

• ITIL Certification

ITCAN