Service Excellence Manager
7 months ago
**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.
**contrat**:
CDI
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