Service Excellence Leader

2 weeks ago

Bengaluru, Karnataka, India beBeeProcess Full time ₹ 1,04,000 - ₹ 1,30,878

Job Overview

This role focuses on delivering high-quality service to clients through process improvement, automation, and strong interpersonal skills. As a Service and Process Specialist, you will lead the development of internal standards for operational communications and automated workflows.

Key Responsibilities:

  • Analyze current processes, procedures, and system functionality to identify areas for improvement, with the goal of achieving more effective operational services and accuracy.
  • Partner with various teams to collaborate on process improvements, including researching complex issues and offering recommendations to management.
  • Develop and coordinate process improvements, focusing on process automation and design using Microsoft tools.
  • Support customer-facing resources, including documentation and training materials, to ensure effectiveness in relation to process improvements.
  • Lead the design and implementation of new or improved process models and organizational structures.
  • Train and guide resources in process improvement techniques.
  • Assist in the development of new process capabilities and facilitate the resolution of service anomalies.

Requirements:

  • Bachelor's degree in Information Assurance, Computer Science, or Information Systems.
  • 5-7 years of practical experience in IT, with 3+ years in Service Management and process improvement design and implementation.
  • Strong knowledge of ITIL to drive compliance in Incident, Problem, and Change processes.
  • Excellent oral and written communication skills.
  • Experience capturing and developing business requirements and translating into IT communications.
  • Knowledge of automation tools like Microsoft Automate and PowerApps.

Preferred Qualifications:

  • ITIL v3 or v4 Foundation certification.
  • Ability to prioritize multiple assignments simultaneously in a fast-paced environment.
  • Demonstrated knowledge of SharePoint and PowerApp design.

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