Service Performance Manager

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

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