Service Excellence Manager

20 hours ago

Bengaluru, Karnataka, India beBeeExcellence Full time ₹ 15,00,000 - ₹ 25,00,000

Service Excellence Manager

About the Role

We are seeking a senior professional to lead our service excellence efforts, ensuring seamless processes and exceptional outcomes.

Key Responsibilities
  • Process Development: Define, describe, and visualize business processes to drive efficiency and quality.
  • Process Control: Establish robust control mechanisms to maintain stability and consistency.
  • Implementation and Globalization: Roll out processes globally, adhering to regional and global standards.
  • Quality Operations: Ensure high-quality process execution across regions, with defined interfaces and effective communication.
  • Performance Metrics: Develop and track key performance indicators (KPIs) to measure effectiveness and efficiency, along with deviation handling and reporting procedures.
  • Process Improvement: Drive continuous improvement based on established objectives, measurements, and changing company and market conditions.
  • Role and Document Approval: Ensure global and local approval of roles, processes, and documents that define our services.
Required Skills and Qualifications
  • ITIL Experience: Proven track record in ITIL, specifically change, release, and event management.
  • ServiceNow Expertise: Strong understanding of ServiceNow Platform capabilities for change, release, and event management.
  • Leadership: Excellent leadership skills, with a passion for continuous improvement and driving results.
  • Networking and Direction Setting: Ability to build relationships, set direction, and align with organizational vision and strategy.
  • Diversity and Teamwork: Commitment to our core values, with experience managing diversity, working in cross-functional teams, and building trust within the organization.
  • Change Management: Comfort with driving change, making decisions, and tackling challenges with a structured approach.
  • Global Team Leadership: Passion for developing community and driving global teams in joint activities.

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