ITSM Manager
Exceed Link
Total years of experience :14 years, 7 Months
• Improved IT service delivery by streamlining ITSM processes and implementing best practices.
• Coordinated closely with vendors to manage software licenses, hardware maintenance contracts, and other third-party service agreements in line with company needs.
• Conducted regular audits of ITSM processes to ensure compliance with internal policies and industry standards.
• Collaborated with cross-functional teams for seamless integration of ITSM processes into existing organizational workflows.
• Reduced incident resolution time with effective Incident Management process improvements.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Assessed incident priority based on impact on business and escalated issues as necessary.
• Directed day-to-day operations focused on the attainment of key business metrics, continuous improvement initiatives, and management team with related direct reports to the company director.
• Managing a team of approximately 120 employees in a busy work environment
• Established and administered an annual budget of $350k with controls to prevent overages, minimize burn rate, and support sustainability objectives.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Documented action plans, quality initiatives, and team performance by the company policy.
• Efficiently handling customer complaints to a positive outcome.
• Coordinating, implementing, and managing the delivery of services to key customers.
• Developed and maintained relationships with customers through continual communication to drive revenue and profit.
• Overseeing and managing tenders by studying, analyzing, and evaluating tender documents from a managerial point of view.
• Working closely with the Financial Manager, Warehouse Manager, and IT Manager.
• Improve the operational systems, processes, and policies in support of the company's mission.
• Support better management reporting, information flow, business process, and organizational planning. Ensuring that each department operates in compliance with all legal requirements.
• Monitor businesses and agencies to ensure that they efficiently and effectively provide needed services while staying within budgetary limits
• Planning and coordinating project work.
• Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary.
• Working closely with the Financial Manager & HR department.
• Leading a team and prioritizing and managing resources through others to meet goals.
• Supervise and monitor the daily work of the service desk agents.
• Ensure that all contracted/agreed service levels are met for each element of the services delivered.
• Ensure that all senior representatives for the customer and their staff are as satisfied as possible with the services received from SITA.
• Actively provide feedback to senior management which may result in new working practices or general QA improvements.
• Provide service reports to line management, holding regular reviews to assess the quality of the services that are delivered.
• Mentor and coach new employees of less experience in service desk duties and ensure they have the skills and knowledge to perform their roles.
• Ensure that all customer requests for service are dealt with promptly and professionally and that services are delivered to the agreed schedule or SLA.
• Escalate as required and act as the primary point of contact for Customers, Service Centers, and line management in case of escalations.
• Seek feedback from the customer and their users and develop, agree, and implement any Continual Service Improvement Plans.
• Ensure proper, cost-effective, and timely delivery of SITA services and projects to ensure satisfaction and ongoing business to SITA Customers.
• Act as the customer's Single Point of Contact (SPOC), when required, and coordinate the scheduling of interventions with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Carry out incident and problem management support to the highest standards and coordinate the resolution with the appropriate resolver groups.
• Ensure the shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs, and monitoring requirements.