Job Description

Competencies

01.Understand and resolve issues

02.Understand the environment

03.Push for innovation

04.Roll-out the strategy

05.Coordinate with others

06.Ensure delivery

07.Drive success

08.Promote learning

09.Develop team leadership and expertise

10.Seek satisfaction

Long Description

Purpose

Lead the local Service Centre, Support Line, and Support Email functions to ensure efficient and effective support of the installed solution. Drive the adoption of Service Management processes, coordinate support activities, ensure SLA compliance, and provide service performance reporting to customers and internal stakeholders.

Key Responsibilities

Service Centre & Customer Support

• Manage the Service Centre, Support Line, and Support Email as the primary support channels for customers and users.
• Act as the first point of contact for customer support and service-related matters.
• Coordinate with Field Service, IT Support, and other stakeholders to ensure timely incident resolution.
• Monitor SLA and OLA compliance, escalating critical issues when required.
• Participate in customer meetings related to support and service performance.

Service Management

• Implement and oversee Service Management processes, including Incident, Problem, Change Management, Monitoring, and related procedures.
• Coordinate incidents, problems, and change requests with customers, local teams, and global support groups.
• Plan and follow up corrective actions, investigations, testing, deployments, and change implementations.
• Promote adoption of Service Management tools and best practices.

Training & Coordination

• Organize solution-related training for customers and users.
• Coordinate Service Management training for local support teams.
• Act as the focal point for customer support meetings and interactions with central support teams.
• Escalate urgent or critical issues to management and global support teams.

Reporting & Continuous Improvement

• Prepare service performance reports, including SLA achievement, support metrics, and operational KPIs.
• Support data collection for corporate reporting requirements.
• Monitor compliance with Service Management processes and identify improvement opportunities.
• Lead initiatives focused on service quality, efficiency, and cost optimization.

Candidate Profile

Education

• Bachelor's degree, technical diploma, or equivalent experience in IT, Engineering, Business, or a related field.

Experience

• Minimum 2 years of experience leading a Service Centre, Help Desk, or Technical Support team.
• Experience coordinating projects, support operations, or service delivery activities.
• Experience managing first-level support services and performance monitoring processes.
• Previous people leadership experience is preferred.

Technical Skills

• Understanding of IT systems, software applications, and support processes.
• Experience with Service Management principles (Incident, Problem, Change Management).
• Familiarity with ServiceNow or similar ticketing/service management tools.
• Strong troubleshooting and analytical skills.
• Knowledge of Microsoft Office (Excel, PowerPoint, Word, Visio).
• Knowledge of computer networks and basic IT support processes is an advantage.

Competencies

• Strong communication and stakeholder management skills.
• Ability to coordinate multiple priorities and cross-functional teams.
• Problem-solving and decision-making capabilities.
• Customer-service orientation.
• Strong organizational and reporting skills.
• Proactive, resourceful, and results-oriented mindset.

Languages

• Fluent English.
• Native or professional proficiency in the local language