Service Excellence Manager - ICT Services and Products

Job Purpose:

As a Service Excellence Manager within our organization focusing on ICT Services and Products, your role is pivotal in ensuring the delivery of high-quality services and products to our esteemed customers. You will lead a team dedicated to evaluating, improving, and maintaining service excellence standards, collaborating cross-functionally to exceed customer expectations consistently. Your leadership will be instrumental in driving initiatives to enhance service quality, analyze performance metrics, and ensure compliance with industry standards and regulations.

Key Responsibilities:

• Lead the service excellence team in evaluating the quality and performance of ICT services and products delivered to customers.
• Develop evaluation plans, establish methodologies, and oversee execution to ensure service excellence.
• Analyze findings to identify areas for improvement in service quality and customer satisfaction.
• Collaborate with cross-functional teams to implement corrective actions and drive continuous improvement initiatives.
• Ensure adherence to standards and regulations to maintain service excellence.
• Provide leadership and guidance to the team to foster a culture of service excellence and continuous improvement.
• Foster strong relationships with internal and external stakeholders to gather feedback and enhance service quality.

Qualifications:

• Bachelor's degree in a relevant field such as Business Administration, Information Technology, Engineering, or a related discipline.
• A Master's degree or equivalent certification (e.g., Six Sigma, Certified Quality Manager, Lean Management) is preferred.
• Proven experience (typically 6+ years) in a similar role within the ICT industry, demonstrating expertise in service excellence, quality management, or related areas.
• Strong understanding of ICT services and products, including telecommunications, network infrastructure, software solutions, etc.
• Experience in developing and implementing quality management systems, evaluation methodologies, and continuous improvement initiatives.
• Proficiency in analyzing data and metrics to identify trends, root causes, and areas for improvement. Experience with data visualization tools and techniques is a plus.
• Excellent leadership and communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.
• Knowledge of industry standards and regulations relevant to ICT services and products (e.g., ISO standards, ITIL framework).
• Experience in conducting audits, compliance reviews, or similar assessments to ensure adherence to quality standards and regulations.
• Proven track record of implementing corrective actions and driving continuous improvement initiatives to enhance service quality and customer satisfaction.
• Ability to adapt to a dynamic and fast-paced environment, with a proactive and results-driven approach to problem-solving.

Join us in our commitment to delivering exceptional ICT services and products, driving innovation, and exceeding customer expectations at every step.