Job Description:

Essential Job Functions:
Ensure that services consistently meet established SLAs and KPIs addressing any deviations promptly.
Supervise a team of service management professionals ensuring their productivity and efficient handling of client requests.
Engage with clients to gather feedback address basic concerns and coordinate support.
Collaborate with senior management to assist in the implementation of process improvements to enhance service delivery.
Supervise the handling of service incidents requests and escalations ensuring timely resolution.
Maintain comprehensive service documentation ensuring that all processes are well-documented and up-to-date.
Generate reports on service performance and client feedback for review and action.
Coordinate resources and schedules to ensure optimal service coverage.

Basic Qualifications:
Bachelors degree in a relevant field or equivalent combination ...