Service Excellence Manager

This role has the accountability for managing and building the relationship with the different Centers/Business units within QF in order to ensure the smooth and timely delivery of services in a way which the Service Management processes function and develop. Through facilitating the management of the service lifecycles, the role ensures that customers’ service levels are met or exceeded, provide SLA and operational reporting and enhance customer experience.

key Result Areas : 

 Develop, Maintain & Integrate a service management framework that underpins the delivery of shared services across the QFHQ
 Identify key service enhancement initiatives to be implemented to help support QF Centers
 Provide support and advise on the definition of the Service Catalogues of existing services offered by QFHQ
 Work with the different service delivery functions to formulate, agree and maintain an appropriate Service Level Management structure to include Service Level Agreement structure (e.g. Base Level or Multi - Level); Operational Level Agreements within the Service Providers; Third Party Supplier / Contract Management relationships
 Manage relationships and expectations of the QF customer-base
 Negotiate, agree and maintain the Service Level Agreements between the service providers and QF Centers.
 Facilitates the creation and maintenance of the Operational Level Agreements between the Service Providers by providing guidance to the Shared Services Centers ensuring the service level targets are achieved; service quality and customer expectations are met or exceeded
 Direct and organize analysis and reviews of Service Performance against the SLAs and OLAs.
 Establish a Service Review process with the Customers and the Shared Services Centers planning, organizing and facilitating recurring service meetings.
 Initiate any action required with the Service Providers to maintain or improve Service Levels
 Manage the development and maintenance of Issues Management process and provide stakeholder management support as required
 Conduct periodic reviews of the Service Management Processes and implement amendments.
 Lead & contribute to the continual improvement of Service Delivery standards & practices across QF Services Centers
 Lead, motivate & develop a team of service management staff through ongoing coaching and mentoring
 Provide Service Management expertise by instilling a business and service culture and provide Best Practices Internal Consulting to the service providers in developing processes and systems underpinning service delivery
 Provide strategic and tactical support to Senior Management in decision-making related to Service Excellence.
 Manage and optimize the Unified Contact Center to assist in the delivery of services.
 Manage the onboarding and/or exit of centers from QF

Job Details

Preferred Candidate