Thriving the CONVERGINT Way
Convergint is a leading global systems integrator dedicated to achieving service excellence. Our collaborative approach with partners and manufacturers enables us to provide a wide array of solutions to enterprise customers. What sets us apart is our unique culture, which is shaped by our unwavering commitment to our Values and Beliefs. This culture drives us to become the premier service provider for our valued customers, solidifying our position in the industry.
Discovering the role
The Service Operations Supervisor will be responsible for ensuring the smooth and efficient delivery of services to customers. The main focus will be to oversee the day-to-day operations of service delivery, ensuring that customer requirements are met, and ensuring that service delivery meets or exceeds the customer's expectations.
Main Responsibilities
- Develop and implement policies and procedures for service delivery to ensure that they meet or exceed customer expectations.
- Manage the day-to-day operations of service delivery, including the scheduling of staff, resources, and equipment to meet customer requirements.
- Monitor service delivery performance and make necessary adjustments to ensure that service level agreements (SLAs) are met or exceeded.
- Collaborate with cross-functional teams, including sales, marketing, and customer support, to develop and implement strategies for service delivery.
- Build and maintain strong relationships with customers, including conducting regular customer satisfaction surveys, to identify areas for improvement and enhance customer satisfaction.
- Develop and maintain reports and dashboards to monitor and track service delivery performance, including analyzing data and identifying trends.
- Providing performance reviews to the SOC team
- Responsible for overall use of resources and initiation of corrective action where required for SOC
- Develop and manage budgets for service delivery, including forecasting, tracking, and reporting on expenses.
- Manage and develop a team of service delivery professionals, including coaching, mentoring, and training.
- Ensure compliance with all relevant regulations and standards for service delivery.
- Developing and implementing security policies
Requirements
- Bachelor's degree in business administration, management, or a related field.
- 5+ years of experience in service delivery management, preferably in a customer-facing environment.
- Excellent communication, interpersonal, and leadership skills.
- Strong analytical and problem-solving skills.
- Ability to manage multiple projects simultaneously.
- Proven experience managing and developing a team.
- Experience with service delivery metrics, tools, and techniques.
- Knowledge of relevant regulations and standards for service delivery.
Interested candidates may send your updated resume indicating reasons for leaving, last drawn salary, expected salary and date of availability.
We thank all applicants for your interest and regret to inform that only shortlisted candidates will be notified.
