End User Service Manager

MISSION / JOB PURPOSE

• The End User Service Manager is an ambassador for IT end user services, working across the business to provide effective communication on IT workplace matters and build relationships with customer and also other teams to ensure effective dialogue between departments.
• He/She is Responsible for a subset of key services within the IT workplace domain, servicing AXA employees and agencies.

DIMENSIONS / KEY OF RESPONSIBILITY

• Drive quality reporting and provide visibility to stakeholders (Dashboard, reports…)
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
• Track and steer costs made in context of workplace services. Identify opportunities for cost optimization and develop cost-comparison simulations.
• Acts as a single point of contact for customer escalations, requests for preferred service, and complex questions.
• Monitors and manages call volumes to ensure SLA achievement for incidents, requests, and problems
• Take ownership of end user service quality complaints and collaborate with incident management teams for coordinating resolver teams, providing effective communication to stakeholders and drive post incident review.
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner. Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
• Manage client escalations and put improvements in place to prevent re-occurrence.
• The role requires coordinating with customers, project and product team, third party providers, and other stakeholders in ensuring the quality of services.
• Manages the team on a day-to-day basis, allocating responsibilities and work, and delegating responsibilities as appropriate and assessment of the same.

Experience

• Experience working i-n a global company will be a plus
• Experience of ITSM tool sets
• Experience of working in a customer facing environment
• Experience of working as End User Manager or Team Leader
• Working experience > 7 years in the related area

Knowledge, Skills and Understanding

• Ability to deal with customer escalations, service issues and complaints.
• Ability to manage multiple and sometimes conflicting priorities
• Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery
• Excellent stakeholder management skills.
• Ability to explain technical issues to non-technical customers
• Problem solving
• Strong leadership skills
• Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies and their practical application.