Cts Senior Service Experience Manager

Description:

CL CTS Customer Service is seeking applications for the role of Team Manager – Customer Service Experience Manager
Reporting to the Head of Customer Services – the successful candidate will set the strategic direction on Service Experience Management

Key Accountabilities

• Build & mature service management office services and capabilities
• Develop Service Management Process Design & Architecture. E.g Problem Management
• Standardise continual service improvement practices and enablement
• Develop & standardise reporting frameworks, methods, practices. Broad service communications support. Coordinate SLA’s
• Improve operational management systems, processes, and best practices within the service division
• Develop, manage and maintain Service management roadmap for development and establishment of enterprise service management capabilities leading to improved SLA performance & establishment of OLA’s & KPI’s across the business
• Enhance Risk Management
• Manage the daily running of the Service Management Team
• Collaborate with management to establish frameworks for improved process design and service
• Maintain IT Services Catalogue that accurately and clearly describes services and capabilities in a transparent way to Business Units.
• Manage all aspects of Complaint Handling