Manager managing a small team of administrators providing efficient client service at Apex Group. Focus on investor queries, team collaboration, and maintaining relationships.
About the role
- Incident Manager overseeing Managed Services delivery within a technology services environment. Focusing on operational metrics, client escalations, and effective service delivery for organizational success.
Responsibilities
- Manages the shift roster and ensures all operations metrics are monitored.
- Ensures shift handover processes are adhered to and managed.
- Manages in shift escalations from clients.
- Dashboards all key Metrics and manages the about to be breached situations.
- Ensures that services meet the stated service level agreement (SLA) levels.
- Ensures that the operational deliverables enable cost effective, client centric delivery that meets SLAs.
- Monitors the operational effectiveness of support services and develops and implements the required improvement plans.
- Balances the needs of the client with the strategic direction of the organization.
- Provides input to Operations Managers and Service Managers during client reviews (for example, report on service volumes and metrics).
Requirements
- Bachelor’s degree or equivalent in Information Technology or Business Administration or related
- ITIL foundation certification
- Seasoned work experience in Managed Services delivery within a large scale (preferably multi-national) technology services environment
- Seasoned experience gained in a service delivery environment including technical and service management exposure
- Seasoned experience in managing customer escalation situations and objection handling
- Seasoned Managed Services operations experience
Benefits
- Hybrid Working
- Equal Opportunity Employer
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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