Service Success Manager

About the Role Service Success Manager will lead the Service Desk operations, ensuring SLAs are met while aligning IT and business strategies. The role emphasizes governance, reporting, stakeholder management, and driving continuous service improvements. What You'll Do

• Uphold service level agreements with unwavering commitment.
• Generate comprehensive progress reports on a regular basis.
• Communicate deliverables clearly, managing and aligning stakeholder expectations.
• Develop and sustain robust processes and procedures, ensuring clarity in team roles and responsibilities, transparency in deliverables and expectations, and efficiency in reporting structures.
• Ensure compliance with auditing standards.
• Balance Service Desk performance and service quality.
• Guide the professional growth of Service Desk personnel.
• Actively solicit and incorporate stakeholder feedback for the introduction of new services.
• Lead strategic planning and brainstorming sessions to uncover new business development opportunities.
• Perform Current State Analysis (CSA), including SWOT/GAP analysis, to evaluate Service Desk operations.
• Provide consistent, constructive feedback, promoting team growth and development.
• Prioritize results-oriented actions to ensure achievement of objectives.
• Share pivotal management reports demonstrating the Service Desk’s capability in meeting objectives. What We're Looking For
• Experience in Service Desk management or equivalent service delivery leadership role.
• Proficiency in managing SLAs, metrics, and regular progress reporting.
• Strong communication and stakeholder management skills.
• Ability to develop and sustain robust processes, governance and procedures.
• Strategic thinking with ability to align IT and business objectives.
• Experience with Current State Analysis (CSA) and SWOT/GAP analysis.
• Leadership capabilities with focus on coaching and team development.
• Strong cross-functional collaboration and networking within an organization.
• Business acumen and ability to identify new opportunities.