The company provide technical services for system operation.
- Maintain and optimize the performance of product service and support functions, encompassing Incident, Request, Change, and Escalation processes. Ensure these processes operate at peak efficiency, generate accurate reports, and initiate service improvement initiatives as needed.
- Take ownership of significant incidents, coordinating resolution efforts among relevant parties, communicating effectively with stakeholders, and conducting post-incident reviews.
- Monitor and oversee product support and service delivery, implementing methodologies and procedures to enhance efficiency across product and service segments. Drive the execution of these improvements.
- Act as an advocate for product service and support within projects, developing a comprehensive understanding of projects affecting the product service area and minimizing their impact on service through agreement and coordination.
- Assume accountability for the quality of product service and performance. Ensure that future demand arising from growth and projects is well-understood and integrated into capacity plans for all relevant resources.
- Lead internal and external service review meetings, addressing performance, service enhancement opportunities, quality, and process-related discussions.
- Make recommendations for improving product service and ensure that processes are followed through to completion in a timely manner.
- Collaborate with internal and third-party teams to ensure that actions are taken and completed, with the aim of delivering and enhancing product services.
- Provide regular, accurate management reports on the performance of product service and support.
- Efficiently manage staff, including recruitment, mentoring, training, target setting, and performance assessments.
- Act as a representative for Product Ops, fostering effective communication regarding customer concerns throughout the organization. Build relationships with other teams to facilitate productive interdepartmental communication.
- Proficiency in demonstrating the capacity to fulfill the aforementioned responsibilities.
- A deep commitment to product service and a dedication to improving quality.
- 5 + years experienced in leadership and managerial skills, with a track record of successfully leading teams.
- Experience in providing support within a diverse environment, including incident management, escalation procedures, and related disciplines.
- Fluent in English.
- Outstanding customer-facing and service-oriented skills.
- Capable of working effectively under pressure and meeting tight deadlines.
- Demonstrated adaptability, including the willingness to work outside of standard hours.
- Capable of managing sensitive and confidential information with discretion.
- Self-motivated and accountable, able to take ownership of tasks and responsibilities.
- Effective time management and task prioritization skills.
- Demonstrated initiative and a proactive approach to daily tasks and challenges.
- Great position with career progression.
- Attractive salary package.