The Executive - Business Services for the Group D&T department will be responsible for delivering service management functions for the Procurement & Finance shared services center and other businesses. Execute support functions and provide operational support to ensure efficient and effective service delivery across the organization.
The Executive - Business Services is a crucial point of contact for both vendors and internal users seeking technical and Functional support. This role involves providing prompt, efficient, and high-quality assistance across multiple communication channels, including phone, email, and chat. The Senior Executive is responsible for addressing inquiries, resolving technical & functional issues, and offering guidance on system usage, thereby minimizing operational disruptions and improving user satisfaction. Combining technical & Functional expertise, problem-solving skills, and exceptional customer service, this position is key to managing and resolving support requests effectively. As a member of the business services team, you will play a vital role in managing and enhancing the vendor portal's service desk and call center operations, ensuring the smooth execution of these functions and improving support for all stakeholders while enhancing overall operational efficiency.
Strategic
- Portfolio Management: Assist in managing and presenting business services portfolio views through IT Boards, with a focus on transparency and alignment
- Service Optimization: Emphasizes leading optimization efforts in collaboration with COEs and vendors, and meeting SLAs while adhering to cost, schedule, and scope
- Project Management: help focus on overseeing project implementation, budget management, and stakeholder engagement
- Continuous Improvement: Emphasizes a comprehensive understanding of application services and ongoing improvement initiatives.
- Process Development: Assist Develop Applications management processes with lean and efficient procedures in conjunction with other relevant teams
Operational
- Operational Excellence and Service Desk Management: Oversee the operations of the vendor portal’s service desk, ensuring effective management of support requests and interactions. Collaborate with relevant teams to enhance the portal’s functionality and user experience
- Deliver prompt and effective technical and functional support to vendors and internal users through phone, email, and chat, ensuring issues are resolved swiftly.
- Address Level 1 support queries related to the vendor portal, troubleshooting and resolving them as needed. For more complex issues, escalate them to higher-level technical & business teams within procurement and finance.
- Ensure comprehensive tracking of issues from initial contact through to final resolution.
- Maintain a high standard of customer service by addressing user inquiries with professionalism and courtesy. Communicate information clearly and effectively.
- Identify and implement improvements to streamline service desk and call centre processes, aiming to enhance overall operational efficiency.
- Regularly review and update support procedures and knowledge base articles to reflect current practices and solutions.
- Collaborate with the Procurement and Finance Shared Services team to enhance the functionality and user experience of the vendor portal.
- Monitor and manage the service desk and call centre queues to ensure the timely handling of support requests. Document all support interactions and resolutions accurately in the ticketing system, maintaining comprehensive records for tracking and reporting.
- Process Implementation: Assist in developing and refining processes and procedures to enhance service delivery and operational workflows. Identify and implement process improvements to streamline service desk operations and increase efficiency.
- Vendor Management: Ensure high satisfaction levels among external vendors by effectively addressing and resolving service-related issues. Oversee vendor interactions and support requests to ensure efficient service delivery
- Performance and Risk Management: Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of business services. Identify, assess, and mitigate risks associated with business services to ensure operational stability
- Budget and Resource Management: Assist in developing and managing budgets for business services, ensuring alignment with financial targets and cost-effectiveness.
- Compliance and Governance: Ensure adherence to internal policies, external regulations, and industry standards in all business services operations
- Training and Development: Provide training and guidance to new vendors and team members to ensure consistent and high-quality support.
People Management
- Manage External Relationships: Cultivate and maintain strong relationships with external partners, project managers, and stakeholders to ensure successful collaboration and delivery of services
Product/Process Improvement
- Identify and Implement Process Optimization Identify opportunities for improving processes within the service desk and business services. Implement initiatives aligned with business objectives to enhance efficiency.
- Optimize Incident and Service Management: Focus on improving incident and service management to minimize new and repeat incidents. Monitor and ensure adherence to Service Level Agreements (SLAs) to maintain effective business services.
- Enhance Process Efficiency: Continuously review and refine operational processes to increase efficiency and effectiveness, implementing best practices to optimize service delivery.
- Monitor and Measure Improvement Impact: Track the impact of process improvements using key performance indicators (KPIs) and make data-driven adjustments as needed to maximize effectiveness.
Education and Technical Certifications
- Education: Bachelor’s degree in business administration, Computer Science, Information Technology, or a related field. Advanced degrees or relevant certifications (e.g., Microsoft Certified: Dynamics 365 Fundamentals) are a plus.
- Specific Tools: Experience with Microsoft Dynamics 365 and service desk platforms such as ManageEngine is highly desirable.
Knowledge and Skill
- Core Skills: IT project management, quality assurance, implementation, and support
- Communication: Excellent verbal and written English communication skills, with the ability to convey technical information to non-technical audiences.
- Service Desk Management: Hands-on experience with service desk management tools, specifically ManageEngine, including ticketing systems, incident management, and service request fulfillment
- Collaboration and Communication: Evidence of strong collaboration skills with excellent communication and interpersonal skills. Proficiency in oral and written English.
- Technical Proficiency: Expertise in MS Office packages, including PowerPoint, Word, Excel, and PowerApps. Sound general applications background with knowledge of industry standards.
- Certifications (Optional ):
- Microsoft Dynamics 365 Certifications: Such as Microsoft Certified: Dynamics 365 Fundamentals or higher-level certifications.
- Service Desk Certifications: Certifications related to service desk management, such as ITIL Foundation or ManageEngine Service Desk certifications.
Experience
Relevant Experience: 2-3 years of experience in business services or service desk management, with a focus on Microsoft Dynamics and managing service desks
