Our company is developing and you can expand your career along with it. Working in a constantly evolving environment, you will act as a Local support Service Delivery Manager, having full ownership of a designated account and being responsible for account performance and business growth management.
This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT service.
Core Responsibilities:
* Monitor and manage desktop support, to ensure service performance meets customer expectations
* Act as Single Point of Contact (SPOC) for client(s)
* Provide leadership, direction, and coach/mentor team
* Manage the on-site services according to the scope work and changes of scope
* Ensure that systems, procedures, and methodologies are in place to support the expected delivery of agreed services
* Ensure that best business practices are implemented
* Identify service improvements opportunities and ensure implementation of actions that lead to service optimizations
* Ensure the assets in scope for the on-site teams are accurately tracked and registered in the asset management database
* Ensure the local stocks under the responsibility of the on-site teams is kept tidy, the assets are tracked, and stock levels are optimal.
* Ensure the PC lifecycle is managed according to agreed client expectations
* Take ownership of customer complaints related to local support and ensure corrections actions are implemented
* Assist with new launches or new services with client(s)
* Responsible for the invoicing of services
* Ensure financial performance targets are met
* Ensure that project and ad hoc activities are charged to the client either as part of the on-going contract or through a change request form
* Evaluate, classify, and determine impact of change requests
* Develop service dashboards, weekly and monthly reports and ensure data analysis that result into actionable outcomes
* Facilitate and lead weekly/monthly and quarterly service reviews with your team and client
* Provide to management regular reports on service performance
Job Requirements:
* Own and grow your designated account and lead by example.
* Innovate and propose new improvement ideas.
* Develop weekly status reports that will roll up into a monthly report.
* Participate in client meetings including Quarterly Business Review;
* Represent your region in the Quarterly Business Reviews;
* Own the local onboarding of the local workforce;
* Excellent organization and communication skills, flexibility, good time management and ability to follow processes and procedures.
* Proven experience of local IT support
* Good knowledge of hardware, software and infrastructure technologies
* Experience with managing physical and virtual teams
* Minimum of 2-3 years' experience working in an IT management role
Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
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