Job Description

Manage and coordinate the delivery of technical support services to internal or external clients. Develop and implement policies, systems, and procedures to improve service delivery and operational efficiency. Monitor daily operations to ensure service standards and performance metrics are met. Plan, initiate, and oversee technical projects or service improvement initiatives. Define project goals, budgets, timelines, and deliverables. Coordinate cross-functional teams and third-party service providers. Recruit, train, and manage technical or administrative staff. Set performance objectives and conduct evaluations. Promote professional development and foster a high-performance team culture. Serve as the primary point of contact for clients or stakeholders regarding technical service issues. Understand client needs and tailor services to meet those requirements. Ensure high levels of customer satisfaction and service quality. Oversee the selection, implementation, and maintenance of business support technologies Prepare and manage budgets for technical operations or service departments. Control expenditures and ensure cost-efficiency across technical functions. Identify opportunities for cost reduction and process improvement. Ensure compliance with relevant regulations, standards, and company policies. Identify operational risks and implement mitigation strategies. Maintain accurate documentation and audit trails. Contribute to strategic business planning by providing technical and operational insights. Analyse service trends and performance data to inform decision-making. * Support innovation and continuous improvement initiatives across the organization.