Description
Our client is looking for his branch in Mechelen, Belgium:
Regional Service Manager
Duties and Responsibilities
To manage the performance of services by xxx & Partner resources to clients as agreed in the contract and ensure that the Service Levels are achieved.
Management of an IT Service Delivery team and be responsible for career development and appraisals.
The RSMs will be the owners for a particular sub region and will have the following key agenda:
Ensuring CSAT achievement and improvements of the countries in the allocated region - Single Point of Accountability for the Region under purview
Mapping local User Expectations to xxx Services and ensuring Service Improvements and Readiness
Innovation Plan ownership for the Region
Partner with the In Country Management owners at a pre-defined frequency to address and evaluate all requirements
Delivery ownership for Scheduling of all Services - Walk Up Desks and Service Points and any additional needs for all countries in the region, in sync with the requirements set forth by the xxx In Country owners
Definition of service level agreements (SLA'S) related to contracted services.
To manage the IT Service Delivery team & Partner Resource team, taking responsibility for service desk, desktop support and application support.
Ensure SLA's are achieved and client expectations are met (or exceeded).
To build services relationships with clients & partner organisations
Ensure quality and profitable services are performed to the agreed SLA.
Managing Quality reviews with the Partner Organisation
To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
To provide reports to an agreed schedule (or on request), including management and account performance reports.
Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
To develop the Partner quality & partner value add
Skills/Attributes Required
Demonstrable experience of working in an IT Service management capacity.
Proven people management skills.
Experience of working with & managing partners
Experience with Field Services based delivery
ITIL Service Delivery qualification is desirable.
Excellent communication skills