Key Responsibilities:
Service Delivery & Operations
- Lead and manage the daily operations of the onsite IT support team.
- Monitor ticket queues and ensure timely resolution of incidents and service requests.
- Coordinate shift schedules and handovers to ensure uninterrupted service coverage.
- Ensure compliance with SLAs, KPIs, and operational procedures.
- Allocate resources effectively to meet business and client requirements.
Incident & Escalation Management
- Manage major incidents and coordinate resolution with technical teams.
- Handle executive and VIP support escalations with urgency and professionalism.
- Act as the primary escalation point for service-related issues.
- Conduct post-incident reviews and implement corrective actions to prevent recurrence.
Service Performance & Continuous Improvement
- Monitor service performance using operational metrics and dashboards.
- Identify trends, recurring issues, and opportunities for service improvement.
- Drive process optimization and implement best practices to improve operational efficiency.
- Ensure adherence to ITIL service management processes.
Client & Stakeholder Management
- Serve as the primary point of contact for client stakeholders regarding service delivery.
- Conduct regular operational reviews and service meetings.
- Communicate service performance, risks, and improvement initiatives to management and clients.
- Build and maintain strong client relationships while ensuring high levels of customer satisfaction.
Reporting & Governance
- Prepare and present daily, weekly, and monthly operational reports.
- Analyze SLA, KPI, incident, and service performance data.
- Ensure accurate documentation of operational activities and governance reports.
- Support audits and compliance requirements.
Knowledge & Team Management
- Lead knowledge management initiatives by developing and maintaining SOPs, knowledge articles, and operational documentation.
- Mentor and coach team members to enhance technical and customer service capabilities.
- Conduct regular team meetings, performance reviews, and training sessions.
- Foster a collaborative and high-performance work environment.
Vendor Management
- Monitor vendor performance against agreed service commitments.
- Support contract and service review discussions when required.
Skills
- ServiceNow Incident, Request, and Reporting
- ITIL Service Management Processes
- SLA and KPI Management
- Incident and Problem Management
- Operational Reporting and Dashboard Analysis
- Team Leadership and People Management
- Vendor and Stakeholder Management
- Executive and VIP Support Coordination
