Senior Service Management Officer

The purpose of the role is to manage the customer service lifecycle and provide professional, timely, helpful, high quality and consistent customer service both technical and non-technical before, during and after the customer's needs are met. They provide practical hands-on Coaching and Mentoring. They support infrastructure, service desk staff, processes and data to ensure the effective and efficient use of technology and deliver high-quality IT services that meet the needs of the region and its users. They ensure that IT service delivery is consistent, reliable, and aligned with best practices ITIL. Customer Service Management Manage the customer service lifecycle, ensuring high-quality service at all stages. Support both technical and non-technical customer inquiries and issues. Ensure the team’s timely resolution of customer issues, maintaining high levels of customer satisfaction. Customer Service and Communication Communicate complex technical issues to non-technical users in a clear and concise manner. Act as the primary interface between the service desk and stakeholders. Provide regular updates to users on ticket status and resolution timelines. Monitor user satisfaction, ensuring the team provides excellent customer service. Mentoring and Coaching Serve as a point of contact for service desk analysts, providing guidance and mentoring. Assist with onboarding, training, and upskilling service desk and managed service provider staff. Delegate tasks effectively and provide performance feedback to team members when required Technical Support and Troubleshooting Manage escalated service requests and incidents, ensuring timely resolution. Collaborate with managed service provider(s) and vendors to resolve issues where necessary. Partner with Security on incident response and compliance in the service management space IT Infrastructure Management Align regional IT infrastructure with global standards and CTM business objectives. Oversee the maintenance and upgrade of cloud, IT systems, networks, and infrastructure. Ensure the security standards for IT systems and data is adhered to. Incident and Problem Management Monitor, assign and respond to service desk tickets promptly, ensuring SLA compliance. Lead root cause analysis efforts for recurring incidents and recommend permanent solutions. Create, manage, and update problem records, escalating persistent or high-priority issues appropriately. Identify patterns in incidents and work on proactive measures to reduce service disruptions. Collaborate with other IT teams for incident management, root cause analysis, and long-term solutions to recurring issues. Service Desk Operations Oversee day-to-day service desk operations to ensure timely and effective resolution of technical issues. Close the process gaps, manage escalations and communicate effectively with stakeholders on high-priority or complex issues. Prioritize and assign tasks to team members ensuring that service requests and incidents are addressed within agreed service level agreements. Service Desk Process Improvement Analyse service desk metrics to identify areas for process improvements and efficiency gains. Provide recommendations on improving IT service delivery and customer experience. Contribute to developing best practices, operating procedures, and standards across the service desk. Participate in service improvement projects to meet organisational goals. Knowledge Management Develop and maintain accurate and up-to-date documentation of procedures, solutions, and configurations in the knowledge base system. Document troubleshooting procedures, known issues, and best practices for the team. Promote the use of self-service portals and knowledge base tools to end-users. Oversee the creation and maintenance of a knowledge base for frequently asked questions and solutions. Ensure team members document resolutions and contribute to the knowledge base. Reporting and Metrics Generate and analyse service desk performance reports, identifying trends and areas of improvement. Ensure compliance with SLAs Provide regular status reports on open incidents, tickets, and key performance metrics. Vendor Management Building and maintaining strong relationships with vendors to foster collaboration and resolve issues. Ensuring that vendors comply with our SOP and procedures. Regularly assessing vendor performance through metrics such as delivery times, service quality, and customer service. Skills: Excellent custom…