Key Responsibilities:

• Service Management: Oversee service delivery to ensure compliance with established quality standards and customer expectations. Continuously monitor workflow to optimize operational efficiency and reduce costs.
• Service Team Management: Manage, coordinate, and develop the service team (technicians, specialists, support operators), ensuring they are properly trained, motivated, and aligned with company goals.
• Customer Relations: Establish and maintain strong relationships with clients, acting as the main point of contact for all service-related issues. Ensure customer requests are met promptly and professionally.
• Performance Monitoring: Track service levels and analyze key metrics (e.g., SLA, KPI) to ensure objectives are met. Address non-compliance issues and implement corrective actions when necessary.
• Contract and SLA Management: Manage service contracts with clients, ensuring compliance with all agreements and monitoring adherence to SLAs (Service Level Agreements). Identify and negotiate any necessary contract modifications based on client needs.
• Process Optimization: Propose and implement improvements in service delivery processes to enhance efficiency, reduce costs, and optimize the customer experience.
• Resource Management: Plan and manage the resources required for service delivery, including tools, technologies, and personnel. Ensure optimal resource utilization to meet operational demands.
• Budget Management: Oversee service-related budgets, controlling expenses and identifying opportunities to optimize costs while maintaining high-quality standards.
• Analysis and Reporting: Prepare periodic reports on service levels, team performance, and customer satisfaction, providing detailed analyses to company leadership. Propose solutions to improve performance areas.
• Problem Solving: Handle critical situations or service-related issues, promptly resolving any disruptions or customer complaints.

Requirements:

• Experience: At least 3-5 years of experience in a Service Management role or a similar position, preferably in the [insert industry] sector or a service delivery environment.
• Management Skills:

• Experience in team and resource management, with strong leadership and coaching abilities.

• In-depth knowledge of customer relationship management and contract negotiation.

• Ability to manage performance through KPI and SLA analysis.