HEAD OF SERVICE MANAGEMENT

We seek a creative and detail-oriented Service Manager to join the Information Technology Services Directorate of Valley View University.

 

As a Service Manager, you will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimising efficiency and productivity. You will also manage service contracts, track performance metrics and handle all requests within the deadline.

The candidate should have a strategic mindset, leadership skills and a zeal to deliver smooth customer experiences.

 

Objectives of this role

• Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.

• Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions.

• Developing and implementing service strategies to enhance customer experience and meet service objectives.

• Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.

• Training and mentoring service staff, fostering a high-performance culture and promoting professional development.

• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.

• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving. 

 

Your tasks

• Lead in designing and developing software and web applications as and when needed.

• Lead and manage the service department, including training and performance management of service personnel.

• Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.

• Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.

• Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.

• Monitor and analyse service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.

• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.

• Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.

• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.

• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

 

Required qualification and Skills

 

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Business Information System, or a related field. Master’s degree preferred.

 

Experience

Minimum of 5 years of experience in IT service management or a related field.

Proven experience in a leadership role within IT service management.

 

Skills

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Strategic thinking with the ability to align IT services with business objectives.

• Problem-solving skills with a proactive approach to addressing issues.

• Ability to manage multiple priorities and projects simultaneously.

 

Competencies

• In-depth knowledge of IT service management frameworks and best practices.

• Strong understanding of IT infrastructure, applications, and service delivery.

• Demonstrated ability to drive service improvement initiatives.

• Excellent stakeholder management skills.

• Financial acumen with experience in budgeting and cost management.

 

How to Apply

• Application for Employment form obtainable at the University’s website – www.vvu.edu.gh

• Application Letter

• Curriculum Vitae

• Copies of relevant certificates 

• Original copies of academic transcripts

• Three (3) reference letters (Character, Professional and Academic).

• Applications should be submitted not later than 7th June , 2024

 

Send Documents to

Acting Deputy Registrar, HRMD

Valley View University

Post Office Box AF 595

Adentan, Accra

 

 

Or electronically to: This email address is being protected from spambots. You need JavaScript enabled to view it.