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Role description

The Head of Service Management is a pivotal position entails overseeing customer experience, project management, and service delivery managers within our organization. Reporting to the Senior Vice President Operations & Services, you will play a critical role in ensuring the seamless delivery of services, maintaining excellent customer satisfaction, and driving operational excellence across our service portfolio.

Key Responsibilities

Customer Relations Foster strong and positive relationships with our clients, understanding their needs, challenges, and objectives. Act as a primary point of contact for escalated customer issues, ensuring prompt resolution and client satisfaction. Implement strategies to enhance customer experience and loyalty, driving repeat business and long-term partnerships. Project Management Lead and coordinate project managers to ensure successful delivery of projects within scope, budget, and timelines. Develop and implement project management best practices, methodologies, and tools to optimize efficiency and effectiveness. Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful outcomes. Service Delivery Management Oversee the service delivery process, ensuring adherence to service level agreements (SLAs) and quality standards. Collaborate with service delivery managers to optimize service delivery processes, workflows, and resource allocation. Continuously assess and improve service delivery performance through data analysis, feedback mechanisms, and performance metrics. Leadership and Team Management Provide strong leadership and direction to the service management team, fostering a culture of collaboration, accountability, and continuous improvement. Coach, mentor, and develop team members, empowering them to achieve their full potential and contribute to organizational success. Promote a positive and inclusive work environment that values diversity, creativity, and innovation. Strategic Planning and Alignment Collaborate with senior management to develop and execute strategic initiatives aligned with organizational goals and objectives. Contribute to the development of service management policies, procedures, and standards to support business growth and scalability. Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating insights into organizational strategies.

Do we have a match?

This is what we expect from you
Bachelor's degree in Business Administration, Information Technology, or related field; Master's degree preferred.
Proven experience of minimum years in service management, project management, and customer relations, customer experience management, preferably in the technology sector.
Strong leadership and management skills, with the ability to inspire, motivate, and develop high-performing teams.
Excellent communication, negotiation, and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members at all levels.
Solid understanding of service Management Frameworks, such as ITIL, and project management methodologies, such as Agile or Waterfall.
Demonstrated ability to drive operational excellence, improve service delivery processes, and achieve measurable results.
... Jouw profiel - Ingrijpen in een informaticadon Beheer, beslissingneming Aanbod -