Layer3 is a network and enterprise solutions provider. We combine our knowledge of world-class technology solutions, in addition to our partnership with some of the global technology providers to design, implement and support our clients’ business transformation ambitions. This includes the innovation of the data centre, software, server & storage ...
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Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
Responsible in the development of service plans and policies and ensures that such plans and policies are followed in delivering IT services to clients.
Ensuring the delivery of the highest level of operational service to clients by coordinating the activities of the service delivery team across all areas of services.
Performs numerous duties and responsibilities, such as service management, change control, and improvement in service, all to ensure continuous customer satisfaction, cost minimization, and profit maximization.
Responsible for performance and Quality Management by recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to the management/customers on performance of the service delivery
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring