Service Manager

The position exists in order to achieve service level standards to propose, if needed, service improvements for service managed corporate accounts by analyzing incidents created across multiple platform. Acts as the Single Point of Contact of the customer to Converge ICT. Spearheads technical discussions with the customer and internal supports.

Core Responsibilities:

SLA Management

Incident and Crisis Escalation

Continuous Service Improvement

Relationship and Retention Management

Qualifications

Education: Bachelor's Degree in Engineering, Information Systems or related degree

Relevant Experience: Min 1-3 years of Service Management experience

Business Understanding:

Clear understanding of ITIL best practice, ITIL certification(s) is preferred.

Good in written and oral communication skills

Knowledge of service management principles

Telco knowledge and Organizational skill is a plus

Technical Knowledge:

Above average presentation skills in formal monthly and quarterly service reviews.

Expert in creating Service and Support processes from ground up and carrying out effective stakeholder management up to Exec Level to ensure process is adopted

Expert in a governance function within an internal support GroupExpert of creating and maintaining a Service CatalogueAbove average knowledge on Incident, Problem, and Change & Release Management

High level of expertise in coursing service improvement plan through effective process best practice

Average understanding of Internet Protocol (IP) networks

Behavioral Skills:

Demonstrate management and decision-making skills concerning information system policies, processes and procedure