Role Requirements:-Service Delivery Management: Ensure the timely, efficient, and high-quality delivery of services to colleagues and stakeholders. Oversee end-to-end service delivery processes; monitor performance against key performance indicators (KPIs) and service level agreements (SLAs).
Service Management: Own the end-to-end delivery, maturity and continuous improvement of ITIL-aligned service management processes, ensuring best practice adoption including Incident, Problem, Request, Release, Transition, Change, and Asset Management.
Colleague Focus: Build strong relationships with colleagues and stakeholders, acting as the primary escalation point for complex service issues. Gather feedback, resolve complaints, and ensure the voice of the customer informs all service initiatives.
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