Service Delivery Manager
4 days ago
Job Overview
United Arab Emirates University is seeking a highly skilled Service Delivery Manager to oversee the development and implementation of effective help desk operations. The successful candidate will be responsible for analyzing performance metrics, identifying areas for improvement, and devising solutions to enhance customer satisfaction.
Main Responsibilities
- Analyze performance data to identify trends and opportunities for improvement.
- Develop and implement policies and procedures to ensure efficient request handling and escalation.
- Provide training and support to help desk staff to maintain high levels of productivity and quality.
- Design and enforce request handling and escalation policies and procedures.
- Maintain regular supervision over all working personnel, ensuring all incoming calls, requests, and emails are properly escalated/routed through CAFM software.
- Track and analyze trends in Help Desk requests and generate statistical reports.
- Prepare monthly reports and/or as required by UAEU FMD Management.
- Ensure requests are delivered in a timely manner.
- Identify strategies to improve helpdesk service delivery and present them to UAEU FMD Management.
- Handle complaints and provide customer care.
- Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
- Arrange schedule/duty roster of helpdesk officers to ensure 24/7 operations are covered.
Requirements
- Bachelor's degree in a relevant field.
- 5 years experience in a similar field.
- Excellent knowledge in MS Office.
- Knowledge in CAFM Software applications.
- Detail Oriented.
- Team Working.
- Good practical experience in managing the office.
- Exceptional written and oral communication skills.
- Fluent in English. Arabic is an added advantage.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Strong documentation skills.
- Ability to absorb and retain information quickly.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Diligent working attitude.
- Supervisory skills.
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