Executive - Business Services

Description

• Vendor Management: Ensure high satisfaction levels among external vendors by effectively addressing and resolving service-related issues. Oversee vendor interactions and support requests to ensure efficient service delivery
• Budget and Resource Management: Assist in developing and managing budgets for business services, ensuring alignment with financial targets and cost-effectiveness.
• Compliance and Governance: Ensure adherence to internal policies, external regulations, and industry standards in all business services operations
• Performance and Risk Management: Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of business services. Identify, assess, and mitigate risks associated with business services to ensure operational stability
• Operational Excellence and Service Desk Management: Oversee the operations of the vendor portal’s service desk, ensuring effective management of support requests and interactions. Collaborate with relevant teams to enhance the portal’s functionality and user experience
• Service Optimization: Emphasizes leading optimization efforts in collaboration with COEs and vendors, and meeting SLAs while adhering to cost, schedule, and scope
• Identify and implement improvements to streamline service desk and call centre processes, aiming to enhance overall operational efficiency.
• Enhance Process Efficiency: Continuously review and refine operational processes to increase efficiency and effectiveness, implementing best practices to optimize service delivery.
• Maintain a high standard of customer service by addressing user inquiries with professionalism and courtesy. Communicate information clearly and effectively.
• Project Management: help focus on overseeing project implementation, budget management, and stakeholder engagement
• Monitor and Measure Improvement Impact: Track the impact of process improvements using key performance indicators (KPIs) and make data-driven adjustments as needed to maximize effectiveness.
• Ensure comprehensive tracking of issues from initial contact through to final resolution.
• Regularly review and update support procedures and knowledge base articles to reflect current practices and solutions.
• Process Development: Assist Develop Applications management processes with lean and efficient procedures in conjunction with other relevant teams
• Identify and Implement Process Optimization Identify opportunities for improving processes within the service desk and business services. Implement initiatives aligned with business objectives to enhance efficiency.
• Collaborate with the Procurement and Finance Shared Services team to enhance the functionality and user experience of the vendor portal.
• Address Level 1 support queries related to the vendor portal, troubleshooting and resolving them as needed. For more complex issues, escalate them to higher-level technical & business teams within procurement and finance.
• Process Implementation: Assist in developing and refining processes and procedures to enhance service delivery and operational workflows. Identify and implement process improvements to streamline service desk operations and increase efficiency.
• Deliver prompt and effective technical and functional support to vendors and internal users through phone, email, and chat, ensuring issues are resolved swiftly.
• Training and Development: Provide training and guidance to new vendors and team members to ensure consistent and high-quality support.
• Manage External Relationships: Cultivate and maintain strong relationships with external partners, project managers, and stakeholders to ensure successful collaboration and delivery of services
• Portfolio Management: Assist in managing and presenting business services portfolio views through IT Boards, with a focus on transparency and alignment
• Monitor and manage the service desk and call centre queues to ensure the timely handling of support requests. Document all support interactions and resolutions accurately in the ticketing system, maintaining comprehensive records for tracking and reporting.
• Optimize Incident and Service Management: Focus on improving incident and service management to minimize new and repeat incidents. Monitor and ensure adherence to Service Level Agreements (SLAs) to maintain effective business services.

Requirements

• Service Desk Management: Hands-on experience with service desk management tools, specifically ManageEngine, including ticketing systems, incident management, and service request fulfillment
• Core Skills: IT project management, quality assurance, implementation, and support
• Communication: Excellent verbal and written English communication skills, with the ability to convey technical information to non-technical audiences.
• Technical Proficiency: Expertise in MS Office packages, including PowerPoint, Word, Excel, and PowerApps. Sound general applications background with knowledge of industry standards.
• Specific Tools: Experience with Microsoft Dynamics 365 and service desk platforms such as ManageEngine is highly desirable.
• Service Desk Certifications: Certifications related to service desk management, such as ITIL Foundation or ManageEngine Service Desk certifications.
• Education: Bachelor’s degree in business administration, Computer Science, Information Technology, or a related field. Advanced degrees or relevant certifications (e.g., Microsoft Certified: Dynamics 365 Fundamentals) are a plus.
• Collaboration and Communication: Evidence of strong collaboration skills with excellent communication and interpersonal skills. Proficiency in oral and written English.
• Microsoft Dynamics 365 Certifications: Such as Microsoft Certified: Dynamics 365 Fundamentals or higher-level certifications.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance