Job description:
Managing IT Service Management Operations for rendering and achieving quality services.
• Map requirements of users / clients as well as the different stakeholders, partners, service providers, third party vendors, business units, functioning as Single point of contact for IT Service Delivery
• Day-to-day management for maintaining Service Levels; monitoring day to day resolution closures and case aging to ensure timely resolution.
• Framing work direction & plan for associates after assessment of their capabilities.
• Achieve efficiency in various operation; spearheading process improvement initiatives.
• Setting up targets, SOP & SLA, setting and maintaining targets and involved in planning for the service delivery.
• Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior service experience.
• Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.
• Reviewing MIS Reports and performance to ensure optimal performance is achieved
• Supervising and managing team members for support on Operational Issues
• Leverage good communication skills to handle C-level customer escalations
Job Details
| Date Posted: | 2017-01-11 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Quality Control |
| Company Industry: | Telecommunications |
Preferred Candidate
| Career Level: | Mid Career |
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