Job Description :
Roles / Responsibilities:
Service Delivery
Accountable for prompt and correct adherence to agreed service processes, and provision of regular service level & management reporting
Accountable for quality of service provision, ensuring the successful resolution of all service tickets to the satisfaction of all involved parties.
Delivery against client SLAs; specifically, service availability and support call resolution.
Client satisfaction ratings; and identifying service gaps and implementing improvement plans.
Commercial growth of client, through identifying mutually beneficial service enhancements
Significant contribution expected towards strategy for improving & maintaining group & regional service processes & quality
Provide timely and accurate communication/reports to management, colleagues, internal and external clients where required, including appropriate escalation of issues.
Produce and maintain required service delivery documentation such that the documentation accurately reflects service delivery and support processes.
Participate in and run client service meetings.
Key part of group 24 x 7 application support function, Occasional duties may include contribution to group business development, product development, client consultancy or product implementation projects
Be an active part of the S&I Management team, creating and fostering a culture of one team across all IT and business areas