JOB TITLE: Head, Service Delivery
JOB LOCATION: Abuja (FCT)
Employment Type: Full-time
Job Responsibilities
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrade
- Ensuring that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner and also identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
- Prioritization & Time Management.
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Solid resource planning and problem-solving skills
- Collaborating with technical design teams to set standards for software, hardware, and security.
- Monitoring and managing desktop support, IT Service desk, and VIP support functions to ensure optimal service
KPI
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- Service quality delivery
- Client Retention
- First Call Resolution (FCR)
- Leadership and team management.
Requirements
- Degree in Computer Science, Computer Engineering, Programming or any relevant course.
- Must have at least 4 years working experience as Head Service Delivery.
- Expereince in a Telecomm industry/company will be an added advantage
- Effective Delegation.
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Must be able to take proactive decisions
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Operational ability in a diverse, large-scale environment
- Good computer skills and the ability to use business support software.
- Expertise in people management and leadership.
- Coherence and Integrity
- Exceptional customer-facing skills s
Application Closing Date
Not Specified.
HOW TO APPLY
Interested and qualified candidates should send their CV to: [email protected] using “HEAD SERVICE DELIVERY” as the subject of the mail.
Job Features
Job Category | Delivery |