Service Manager / MI Manager

Technical/Functional Skills

We are seeking a talented and experienced Incident cum MI manager to join our team. The person will be responsible for managing operations for a support team (with onpremise and Azure presence). This is a challenging role that requires a strong understanding of how services are being run and measured and is the critical link between the team and its clients, ensuring that service requests are efficiently handled, customer expectations are met, and service standards are maintained. Person should be ITIL certified and have hands on work-ex in medium to large enterprise setup running MI calls as well as performing the duties of an incident manager through the incident lifecycle

Experience Required

8+ years

Roles & Responsibilities

Establishing quality standards for staff to adhere to as part of their daily duties

Monitor and evaluate the service team's performance, providing regular feedback, coaching and recognition to drive individual and team excellence.

Developing and implementing service strategies to enhance customer experience and meet service objectives. Monitor service metrics, analyze customer feedback and address any gaps or areas for improvement. Auditing the work of the team to identify inefficiencies and addressing them

Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.

Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.

Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.

Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.

Good to have - awareness of change mgmt. process, release mgmt. process and audit work - sox etc in IT spectrum

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