Head, Sevice Delivery at Smart Partners Consulting Limited

Smart Partners Consulting Limited (SPCL) is an indigenous consulting firm poised on the business model of collaboration to provide professional services of Human Resources and Business Strategy to different companies in various sectors of Nigeria’s economy. It was incorporated in July 2013. Our idea of collaboration and partnership involves the synergy of tested experts in the market place to research, identify and proffer solutions to the ever dynamic needs of our Clients.

We are recruiting to fill the position below:

Job Title: Head, Sevice Delivery

Location: Abuja (FCT)
Employment Type: Full-time

Job Responsibilities

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrade
• Ensuring that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner and also identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
• Prioritization & Time Management.
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Solid resource planning and problem-solving skills
• Collaborating with technical design teams to set standards for software, hardware, and security.
• Monitoring and managing desktop support, IT Service desk, and VIP support functions to ensure optimal service

KPI

• Service quality delivery
• Client Retention
• First Call Resolution (FCR)
• Leadership and team management.

Requirements

• Degree in Computer Science, Computer Engineering, Programming or any relevant course.
• Must have at least 4 years working experience as Head Service Delivery.
• Expereince in a Telecomm industry/company will be an added advantage
• Effective Delegation.
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Must be able to take proactive decisions
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Operational ability in a diverse, large-scale environment
• Good computer skills and the ability to use business support software.
• Expertise in people management and leadership.
• Coherence and Integrity
• Exceptional customer-facing skills s

Application Closing Date
Not Specified.