Quality Control Applications Service Manager

Job Detail

Key Responsibilities

Oversee the end-to-end service delivery of the QC suite of applications, ensuring alignment with business objectives and customer needs.
Implement and manage ITIL-based service management processes, including Incident Management, Problem Management, Change Management, and Service Level Management.
Monitor and report on service performance, using key performance indicators to measure service quality, customer satisfaction, and operational efficiency. Develop a full reporting suite on the standard service management KPI’s for regular circulation to key stakeholders.
Develop and maintain strong relationships with key stakeholders, including customers, internal teams, and third-party vendors.
Ensure effective communication with customers related to services covering, availability, updates, feature improvements etc
Lead and coordinate the resolution of major incidents and service disruptions, ensuring timely communication and effective problem resolution.
Drive continuous improvement initiatives to enhance service delivery, reduce incidents, and improve customer satisfaction.
Ensure compliance with relevant regulatory and security standards.
Manage the service budget, including cost control and resource allocation

Essential

Bachelor’s degree or equivalent experience in Information Technology, Computer Science, or a related field.
ITIL certification (Foundation level or higher) is required.
Demonstrable track record in IT service management, particularly in overseeing customer-facing digital products.
Strong understanding of ITIL principles and their application in a digital environment.
Excellent problem-solving and analytical skills.
Good communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.
Experience in managing and leading teams, with a focus on service delivery and customer satisfaction.
Knowledge of relevant regulatory and security standards.

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