Service Management Executive

Responsibilities

• Service Design
• Supports the creation of service architecture
• Service Operations
• Runs beta and pilot programs with new services and enhancement initiatives
• Provides input into the business and Technical Service Catalogue
• Works with support teams to ensure that consumers get adequate support and proper communication to drive satisfaction and usage
• Manages issues resolution and assign actionable tasks to various business stakeholders
• Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
• Service Transition
• Prepares a Project transition to Operational Services checklist for every project assigned
• Service Training and handover training for new and existing services
• End User Quality Assurance
• Continuous Service Improvement
• Identifies Service enhancements/service improvements
• Develops and implements initiatives that ensure product transaction growth
• Oversee the analysis & monitoring of market trends to be able to make recommendation on product enhancements
• Service Performance Review/ Analysis
• Designs and conduct customer surveys
• Generates daily/ weekly Service Performance report to provide insights on Service Trend Analysis from customer and internal perspective
• Regularly meets with top 10 customers, to review service performance
• Others
• Keeps sales team up to date on functionality and future enhancements to products and provides relevant sales materials

Requirements

• First Degree in a Science or Art discipline
• 1 – 2 years experience in same or related field
• Service/Project Management certifications like ITIL, ISO, PMP, etc will be an added advantage