Service Management Officer (AL-FNC1)
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The Service Management Officer plays a pivotal role in ensuring the seamless delivery and continuous improvement of IT and business services within the organization. This individual acts as a bridge between service providers business units and customers maintaining high service standards addressing issues proactively and supporting the organizations strategic objectives through effective service management practices.
Key Responsibilities
- Service Delivery Management: Oversee the daily delivery of IT or business services to ensure compliance with agreed service levels and quality standards.
- Incident and Problem Management: Coordinate the resolution of service incidents and problems ensuring timely communication with stakeholders and minimal disruption to business operations.
- Service Improvement: Identify opportunities for process and service improvements implement best practices and drive initiatives to enhance customer satisfaction.
- Vendor and Contract Management: Liaise with external service providers to monitor performance manage contracts and ensure service obligations are met.
- Reporting and Analysis: Prepare regular reports on service performance trends and key metrics. Analyse data to identify patterns and recommend corrective actions.
- Stakeholder Engagement: Act as the primary point of contact for service-related queries and issues. Facilitate communication between technical teams business users and management.
- Compliance and Governance: Ensure all service management activities comply with organisational policies regulatory requirements and industry standards (e.g. ITIL ISO 20000).
- Change Management: Support the planning and implementation of service changes ensuring risks are assessed and managed appropriately.
Requirements
- Bachelors degree in Information Technology Business Administration or a related field (or equivalent experience).
- Professional certifications such as ITIL Foundation COBIT or similar are highly desirable.
- Proven experience in service management IT operations or customer support roles.
- Strong analytical and problem-solving skills with the ability to interpret service data and metrics.
- Excellent communication and interpersonal skills with a customer-focused mindset.
- Ability to work independently and collaboratively in a fast-paced environment.
- Attention to detail organisational skills and the ability to manage multiple priorities.
Key Competencies
- Service orientation
- Process improvement
- Stakeholder management
- Analytical thinking
- Adaptability and resilience
- Teamwork and collaboration
Required Experience:
Unclear Seniority
Key Skills
- Databases
- Inventory Control
- Law Enforcement
- Warehouse Experience
- Computer Literacy
- Business requirements
- Sharepoint
- Training & Development
- Property Management
- Public Speaking
- Supervising Experience
- Stocking
About Company
The best of Xcellink today is the result of having evolved through more than 2 decades of Enterprise ICT Operations management experience and capabilities development as a trusted vendor partner to high-growth global companies, estalished local enterprises and government-linked corpor ... View more
