Kuwait City - Job description: Managing IT Service Management Operations for rendering and achieving quality services. Map requirements of users / clients as well as the different stakeholders, partners, service providers, third party vendors, business units, functioning as Single point of contact for IT Service Delivery Day-to-day management for maintaining Service Levels; monitoring day to day resolution closures and case aging to ensure timely resolution. Framing work direction & plan for associates after assessment of their capabilities. Achieve efficiency in various operation; spearheading process improvement initiatives. Setting up targets, SOP & SLA, setting and maintaining targets and involved in planning for the service delivery. Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior service experience. Conducting internal process audits & pro...
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