Service Excellence Specialist

Service Excellence Specialist

Our SmartSupport team is seeking an experienced Service Excellence Specialist with a strong background in IT service management and a proven track record of implementing service improvement initiatives. The ideal candidate will possess a deep understanding of IT Service Management industry standards and demonstrate a passion for driving service excellence. This role is pivotal in enhancing our service delivery models, ensuring operational efficiency, and significantly improving partner satisfaction across our IT support services.

Key Responsibilities

• Strategic Service Improvement: Lead strategic initiatives to enhance SmartSupport service quality, efficiency, and effectiveness, aligning with business objectives and partner expectations.
• Data Analysis and Reporting: Perform detailed analysis of service performance data, identifying improvement opportunities and presenting findings and strategies to senior management.
• Quality Assurance: Conduct quality checks and audits on internal operations and partner deliveries, ensuring adherence to standards and processes.
• Collaborative Problem Solving: Work in concert with SmartSupport managers to pinpoint service improvement areas, devise and execute corrective actions, ensuring service alignment with organizational goals.
• Process Development: Design and refine SmartSupport team processes based on IT Service Management standards to boost operational efficiency and service quality, responding proactively to business needs and feedback.
• ITSM Tool Management (ManageEngine ServiceDesk): Oversee the ManageEngine ServiceDesk configurations and workflows, optimizing them for peak service efficiency and effectiveness.
• Feedback and Escalation Management: Proactively address partner feedback, escalating critical issues to appropriate departmental leads and ensuring swift resolution. Analyze feedback and escalation data to drive service improvements.
• Training and Development: Identify training gaps within the SmartSupport team and assist in the creation of training materials/plans to address these gaps. Ensure training programs are aligned with SmartSupport processes and the continuous improvement of service delivery.

Qualifications

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.
• Strong English communication skills (both written and verbal)
• ITIL Foundation Certification required.
• Demonstrated experience in IT service management with a focus on service excellence and continuous improvement.
• Ability to analyze complex data to identify trends and develop strategic action plans.
• Excellent communication and interpersonal skills, capable of effectively engaging and influencing internal teams and partners.
• Highly agile and adaptable, with a proactive approach to overcoming challenges and seizing opportunities for service enhancement.
• Exceptional collaboration skills, with proven ability to work effectively with managers, team leads, and other stakeholders.