Team and Role Introduction:

Supervisor is expected to detect client challenges and wants while maintaining positive relationships with end users and stakeholders. Embrace both administrative and technical positions; they are best suited for experienced and hardworking professionals with exceptional leadership and interpersonal abilities, as well as a strong desire to create end-to-end customer-driven solutions.

Responsibilities:

o Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
o Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
o Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
o Developing a deep understanding of projects to gain insights into the scope of service delivery
o Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
o Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Requirements/Qualifications(must have):
o Leadership:
Should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.

o Project Management: Manager often oversee multiple projects or initiatives. Need to have a strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.

o Problem-Solving: Should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. Should have the ability to think critically and make decisions quickly to address service-related challenges.

o Financial Management: Should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.

Requirements/Qualifications(good to have):

o Client Relationship Management:

Strong interpersonal and communication skills to build and maintain relationships with clients/partners. They should be able to understand customer client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.

o Continuous Improvement: Should have a mindset of continuous improvement. Should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.

o Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.