Lead Service Management

Responsibilities

• Service Design
• Conducts a service design exercise for each new service or unique requirements from customers and provides a service specification document based on the exercise
• Provides technical input into acquiring product design
• Supports the creation of a service architecture by providing process/technical input
• Engages customers directly with the project management team for critical wins /deals to agree requirements, product / service functionalities and performance levels
• Service Operations
• Reviews beta and pilot programs conducted new services and enhancement initiatives
• Maintains and updates the business and Technical Service Catalogue
• Works with support teams to ensure that consumers get adequate support and proper communication to drive satisfaction and usage
• Reviews issues resolution logs and actionable tasks assigned to various business stakeholders
• Works with operations team to define SLAs for services and contracts
• Manages current service offerings by ensuring SLAs are met by operations team and support team or other teams
• Service Transition
• Assigns executives to transition each project into operations
• Reviews the project transition checklist prepared by Executives
• Conducts/coordinates Service Training and handover training for new and existing services for Operations teams of banks
• End User Quality Assurance
• Continuous Service Improvement
• Identifies Service enhancements/service improvements
• Develops and implements initiatives that ensure product transaction growth
• Analyses market trends so as to be able to provide input on product enhancements
• Service Performance Review/ Analysis
• Designs and conducts customer surveys
• Generates daily/ weekly Service Performance report to provide insights on Service Trend Analysis from customer and internal perspective
• Regularly meets with top 10 customers, to review service performance
• Others
• Manages relationships with issuers and acquirers
• Drives the resolution of issues raised by issuers and acquirers
• Provides technical presales support to the sales team
• Continuously engages the customers to monitor service quality and delivery levels and areas for improvement
• Reports on revenue
• Reports on transaction trends for all issuers and acquirers (those that trended upwards and the ones that trended downwards) and provides industry insight as to why
• Keeps sales people up to date on functionality and future enhancements to products and provides relevant sales materials

Requirements

• First Degree in any Science/Art discipline from a reputable institution
• 3-4years experience in the same or related role
• Certification in Service Management (ITIL Foundation, ITIL Operations, ISO) or Project Management or Business Analysis will be an added advantage