Manager Infrastructure Services

Responsibilities

Job Description:

• Ensure that services consistently meet established SLAs and KPIs, addressing any deviations promptly
• Supervise a team of service management professionals, ensuring their productivity and efficient handling of client requests
• Engage with clients to gather feedback, address basic concerns, and coordinate support
• Collaborate with senior management to assist in the implementation of process improvements to enhance service delivery
• Supervise the handling of service incidents, requests, and escalations, ensuring timely resolution
• Maintain comprehensive service documentation, ensuring that all processes are well-documented and up to date
• Generate reports on service performance and client feedback for review and action
• Coordinate resources and schedules to ensure optimal service coverage
  
  

Basic Qualifications

• Bachelor's degree in a relevant field or equivalent combination of education and experience
• Typically, 7+ years of relevant work experience in industry, with a minimum of 3 years in a similar role
• Proven experience in Service and Program Management
• Proficiencies in strategic planning, team leadership, and performance management
• Continuous learner that stays abreast with industry knowledge and technology
  
  

Other Qualifications

• Advanced degree in a relevant field a plus
• Relevant certifications, such as PMP (Project Management Professional) or ITIL (Information Technology Infrastructure Library), a plus
  
  

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