Service Management- Senior Lead

  • Job Number: 10080060-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Makati City
  • Opening date: 11/07/2019 04:00 PM AEST
  • Closing date: 21/07/2019 03:55 PM AEST
  • Applications close in: 4 days time

Role Purpose:

Set the direction, strategy and create the culture of the customer service functions and contribute to BU strategic direction.

 

Key Responsibilities

  • Lead the ECH Service Management team in driving the following focus areas:

    • Service Level Management – i.e. ensure service levels are being achieved, incidents and issues are managed to resolution and contracted reporting is provided in a timely manner
    • Service Improvement – i.e. initiate design and implement collaborative service improvement initiatives for operational excellence and performance improvement
    • Trend and Problem Management – i.e. analyze performance trend and engage with problem management to ensure any chronic issue is properly reported and addressed
  • Lead the development and management of the Business Plan, Budget & Business Initiatives for the assigned business group.
  • Lead knowledge management across the business area including process and standards
  • Maintain the business area Operating/Engagement Model, updating it as new situations arise
  • Apply the principles of continuous improvement and encourage the business group to do the same
  • Facilitate the team in designing action and solutions to improve customer satisfaction

Essential Qualification

  • Minimum of 8 years of experience in Service Management with customer facing service or relationship management experience, or equivalent
  • People management experience, track record of driving high performing teams
  • Strong professional empathy    

High desirable

  • Team management
  • Selling to larger multinational organizations
  • Solving complex problems
  • Contribution to developing strategy
  • Engaging and influencing stakeholders
  • Extensive understanding and knowledge of Telecommunications/IT products and global data services
Apply Now
  • Job Number: 10080060-001
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Makati City
  • Opening date: 11/07/2019 04:00 PM AEST
  • Closing date: 21/07/2019 03:55 PM AEST
  • Applications close in: 4 days time