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SACM Process Controller with English

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Global Services Integration Business
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210005VU Requisition #

 Role Purpose

 

Service Process Controllers will respond to contractual incidents, changes, alerts and complaints by identifying, monitoring and recording information. They will work closely with Service Delivery Management and Process Management and will be aligned to one or more customers.

 

Key Accountabilities

 

• Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
• Documents actions taken to resolve enquiries.
• Takes ownership for documenting, and monitoring adherence to all account related processes.
• Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
• Monitors performance through statistical reporting and analysis.
• Analyses and identifies areas of improvement to the service to ensure customer satisfaction
• Prevents negative trends by properly raising and reacting to performance and progress gaps.
• Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
• Builds and enhances strong customer relationships and acts as an escalation point for the customer.
• Takes responsibility for learning about all current customer needs

Professional Competencies:

 

  • Interest in IT operations/Service Management
  • Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge
  • Ability to demonstrate basic Service Asset and Configuration knowledge
  • Excellent communication skills (written / verbal)
  • MS Office Skills
  • Good English written and oral communication skills

 

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