Reporting to the Service Delivery Manager, the Service Operations Coordinator will take responsibility of the activities of the Service Desk, first level and second level support functions to provide the most effective services to the business that are within agreed service level agreements (SLA’s) to ensure customer satisfaction. Be accountable and coordinate day-to-day operations of the following ITIL processes – Incident Management, Problem Management, Event Management, Request Fulfillment and the Service Desk function. Supervise staff, provide team leadership and manage the shift plan in order to achieve targeted performance levels. Key Responsibilities · Keep a real time view of all Incidents, problems and requests affecting the customer and ensure they are managed to closure while keeping the customer updated. · Take process ownership from design, implementation and continuous improvement activities in the process life cycle. · Plan and coordinate processes documentation, trainings, workshops etc. · Work with all functions within IS and business to ensure process compliance and execution as designed; measured accurately and completely. · Create awareness within IS and in the business of the processes to ensure alignment. · Identify Customer expectations and satisfaction levels to develop continuous improvement projects. · Develop and implement the Service Operations Strategy and policies and ensure that they are communicated and understood by the teams. · Customer complaint management and service recovery. The Person · University degree in Computer Science, Information Technology/Systems or related field · 3 years relevant experience · Experience with Service Desk function, tools, processes and procedures. · Intermediate ITIL qualifications. · A significant understanding of ITIL and / or Six Sigma methodology · Ability to interact with all levels of customers and IT organization. The competencies required for the above position are; · Proficient in written presentation and oral communication. · Show interpersonal and leadership skills with a passion for results · Ability to motivate others and promote team spirit and employee value. · Ability to work under tight deadlines and pressure. · Customer service orientated with good analytical skills Please share widely and/or Email CVs to Careers@computechlimited.com