• Service Delivery Management:
  • Oversee the end-to-end delivery of services to ensure compliance with SLAs.
  • Monitor service performance metrics and take corrective actions as necessary.
  • Coordinate with internal teams and external vendors to ensure seamless service delivery.

• Customer Relationship Management:
  • Serve as the primary point of contact for clients/customers regarding service-related issues.
  • Conduct regular meetings with clients/customers to review service performance and address any concerns.
  • Develop and maintain strong relationships with clients/customers to ensure high levels of satisfaction.
• Incident and Problem Management:
  • Manage and resolve service-related incidents and problems in a timely manner.
  • Conduct root cause analysis for recurring issues and implement preventive measures.
  • Maintain an incident/problem log and ensure proper documentation.

• Continuous Improvement:
  • Identify opportunities for process improvements to enhance service delivery.
  • Implement best practices and innovative solutions to improve service efficiency and effectiveness.
  • Conduct regular service reviews and audits to ensure compliance with standards and policies.

• Team Management:
  • Lead and manage a team of service delivery professionals.
  • Provide guidance, training, and support to team members to ensure they perform effectively.
  • Conduct performance evaluations and provide feedback to team members.

• Reporting and Documentation:
  • Prepare and present regular service performance reports to senior management.
  • Maintain accurate and up-to-date documentation of service processes and procedures.
  • Ensure all service-related documentation is compliant with company policies and standards.
  • Tracking and monitoring service metrics, such as response time, resolution rate and customer feedback, to identify areas of improvement
• Compliance and Security:
  • Ensure that all IT services comply with industry regulations and company policies.
  • Work closely with the IT security team to ensure that all services are secure and that data privacy is maintained.
  • Serve as primary point of contact for all Risk, Security, Compliance and Resilience topics and assessments.
  • Responsibility of completing all the assessments like ARA, BIA, IRCS coordinated by the App 2 Assurance team.
    
    

• Bachelor's degree in Business Administration, Information Technology, or a related field.

• years of experience in service management or a related role.

• Strong understanding of service management frameworks (e.g., ITIL, ISO 20000).

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical abilities.

• Ability to work under pressure and manage multiple tasks simultaneously.

• Proficiency in service management software/tools.

• Strong understanding of cybersecurity principles and practices.

• (optional) Certification in ITIL or a related service management framework.

• (optional) Experience in managing service delivery in a Insurance company

• (optional) Proven track record of improving service delivery and customer satisfaction.
  
  

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration.

• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).

• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.

• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.