(Senior) Service Management Officer

“Recruitment Disclaimer” At CTM, the security of our employees and candidates is a priority. We will contact candidates with official CTM channels: email addresses with the domain ‘@travelctm.com’. About the Role :The purpose of the role is to manage the customer service lifecycle and provide professional, timely, helpful, high quality and consistent customer service both technical and non-technical before, during and after the customer's needs are met .They provide practical hands-on Coaching and Mentorin gThey support infrastructure, service desk staff, processes and data to ensure the effective and efficient use of technology and deliver high-quality IT services that meet the needs of the region and its users. They ensure that IT service delivery is consistent, reliable, and aligned with best practices ITIL . Knowledge, Skills and Experience s: Customer Service Manageme nt:Manage the customer service lifecycle, ensuring high-quality service at all stag es.Support both technical and non-technical customer inquiries and issu es.Ensure the team’s timely resolution of customer issues, maintaining high levels of customer satisfacti on. Customer Service and Communica tionCommunicate complex technical issues to non-technical users in a clear and concise man ner.Act as the primary interface between the service desk and stakehold ers.Provide regular updates to users on ticket status and resolution timeli nes.Monitor user satisfaction, ensuring the team provides excellent customer serv ice. Mentoring and Coa chingServe as a point of contact for service desk analysts, providing guidance and mento ring.Assist with onboarding, training, and upskilling service desk and managed service provider s taff.Delegate tasks effectively and provide performance feedback to team members when req uired Technical Support and Troublesh ootingManage escalated service requests and incidents, ensuring timely resol ution.Collaborate with managed service provider(s) and vendors to resolve issues where nece ssary.Partner with Security on incident response and compliance in the service management space IT Infrastructure Mana gement:Align regional IT infrastructure with global standards and CTM business obje ctives.Oversee the maintenance and upgrade of cloud, IT systems, networks, and infrastr ucture.Ensure the security standards for IT systems and data is adhe red to. Incident and Problem Ma nagementMonitor, assign and respond to service desk tickets promptly, ensuring SLA com pliance.Lead root cause analysis efforts for recurring incidents and recommend permanent so lutions.Create, manage, and update problem records, escalating persistent or high-priority issues approp riately.Identify patterns in incidents and work on proactive measures to reduce service disr uptions.Collaborate with other IT teams for incident management, root cause analysis, and long-term solutions to recurring issues. Service Desk O perationsOversee day-to-day service desk operations to ensure timely and effective resolution of technica l issues.Close the process gaps, manage escalations and communicate effectively with stakeholders on high-priority or comple x issues.Prioritize and assign tasks to team members ensuring that service requests and incidents are addressed within agreed service level ag reements. Service Desk Process I mprovementAnalyse service desk metrics to identify areas for process improvements and efficie ncy gains.Provide recommendations on improving IT service delivery and customer e xperience.Contribute to developing best practices, operating procedures, and standards across the ser vice desk.Participate in service improvement projects to meet organisatio nal goals. Knowledge ManagementDevelop and maintain accurate and up-to-date documentation of procedures, solutions, and configurations in the knowledge b ase system.Document troubleshooting procedures, known issues, and best practices fo r the team.Promote the use of self-service portals and knowledge base tools to end-users.Oversee the creation and maintenance of a knowledge base for frequently asked questions and solutions.Ensure team members document resolutions and contribute to the know ledge base. Reporting and MetricsGenerate and analyse service desk performance reports, identifying trends and areas of improvement.Ensure complian ce with SLAsProvide regular status reports on open incidents, tickets, and key performa nce metrics. Vend or ManagementBuilding and maintaining strong relationships with vendors to foster collaboration and re solve issues.Ensuring that vendors comply with our SOP an d procedures.Regularly assessing vendor performance through metrics such as delivery times, service quality, and cust omer se rvice. Skills:Excellent customer service and interpe rsonal skills.Strong teamwork and collab oration skillsProficient in ITIL b est practices.Strong problem-solving and anal ytical skills.Effective communication skills, both writt en and verbal.Ability to manage multiple priorities and work u nder pressure.Technical proficiency in relevant IT infrastructure and servi ce desk too ls. Experience:Experience in IT service analysts or a similar role.Experience with ITIL or similar IT service managem ent frameworks.Demonstrated ability to work as part of a team of IT professionals.Experience in vendor management a nd negotia tion. Knowledge:In-depth understanding of ITIL best practices and frameworks.Knowledge of IT infrastructure, including networks, server s, and security.Understanding of customer service principle s and practices.Familiarity with service desk sof tware and tools . Qualifications:Bachelor’s degree in information technology, Computer Science, a related field or relevant ind ustry experience.