Service Performance Manager

View full description

Requirements:

• Strong problem-solving skills with the ability to identify root causes and implement long-term solutions
• Expertise in leading problem management processes and coordinating cross-functional teams to resolve complex service issues
• Experience in analysing service disruptions, identifying trends, and developing preventive measures
• Proficient in developing, implementing, and monitoring service improvement initiatives
• Ability to identify areas for service enhancement and customer satisfaction improvements.
• Strong analytical skills to assess performance data and drive continuous improvement strategies
• Knowledge of change management processes and methodologies.
• Experience in evaluating and documenting changes to services, ensuring smooth transitions and minimal disruption.
• Strong attention to detail and ability to ensure that service changes meet defined quality standards.
• Strong communication skills, both written and verbal, to represent operations in the sales governance process and align service delivery with customer expectations
• Experience in working with operational and technical teams to define and document service specifications
• Experience analysing performance data and deriving actionable insights for process improvements
• Solid understanding of the technical aspects of service delivery, particularly in areas like IT services, network operations, and infrastructure management

Responsibilities:

• Lead the problem management process, ensuring all problems are reviewed, root causes are identified, and solutions are implemented to prevent future occurrences.
• Work closely with cross-functional teams to manage and resolve complex service issues
• Develop, implement, and monitor service improvement initiatives to enhance overall service delivery and customer satisfaction. Collaborate with internal teams and clients to ensure continuous service enhancements are made
• Support the internal change management process by evaluating, documenting, and ensuring smooth transitions for new and modified services, ensuring that changes are implemented with minimal disruption and meet quality standards
• Assist with representation of the operations function in the sales governance process, working closely with sales, account management, and operational teams to ensure alignment between service delivery and customer expectations.
• Collaborate with service design and technical teams to define and document service specifications, ensuring that the design of new services or solutions aligns with operational capabilities and customer needs
• Use data to drive actionable insights and improvements through the provision of regular reports on service performance, issues, and improvement plans to senior management and other stakeholders
• Act as a liaison between clients, internal teams, and third-party vendors. Build strong relationships with key stakeholders to ensure service delivery meets contractual obligations and exceeds customer expectations
• Work closely with the Sales and Service functions to ensure operations are compliant with customer demand, and adherent to customer contracts