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Service Process Lead

1 month ago

Malaysia Fujitsu Full time

Key Accountabilities
Delivers a specialist service management function within or into a account
Leads on elements of service delivery to lower management level within the customer(s) in order to deliver
contracted service commitments & continual service improvements.
Contributes to the service partnership as part of one service team with internal and external customers.
Monitors, maintains and ensures compliance to their process specialisim
Continually reviews the process and associated activities for efficiency and effectiveness, and makes
recommendations for improvement.
Analyzes and reports on details of issues and updates stakeholders accordingly
Implements solutions to identified issues
Produces and analyzes statistics to identify historical trends and knowledge gaps and provide relevant support and
content via management reporting.
Participates in regular reviews to resolve issues / review processes with relevant parties, such as Service Desks,
Operations, Account Team etc
Key Performance Indicators
Manage the resolution of incidents to agreed service levels
Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
Act as point of escalation when closure of an incident is disputed by the user
Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are
adhered to by all relevant parties
Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures