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Regional S2P Lead

Gurgaon, HR
Job Code:
  • IT
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Job Details

End-to-end service delivery for the defined regionWeekly review callsMonitor workload and service quality and review as well as solve escalationsBuilding Service reports and analysis of process improvement.Responsible for SLAdelivery and ensuring KPIs are achieved.Drive, develop and implement tools to manage and improve servicequality thereby driving efficiencies for the assigned business groupsEnsure service related documentation is up to date with new updates in services.Identify performance/ training requirements for team, providing constructive feedback and coaching together with the regional team leaders.Coordinate and participate in monitoring, review and auditing processes related to service deliveryMonitoring overall performance of services with high analytical skills.Implement relevant and meaningful processes to meet client expectations.Demonstrated ability to lead requirements and business process definition and design sessions with decision makers.Ensure service related documentation is accurate and kept up-to-date at all times.Coordinate and participate in monitoring, review and auditing processes related to service delivery.Identify and elevate issues impacting on achievement of service delivery objectives and to continually improve services.QualificationsAt least 4-6 years of experience in service oriented environment with a minimum of 2 years experience at SoftwareONE or equivalent track record MBA or Equivalent certificate in business related topic.Proven expertise in planning and delivering service to clients.Ability to lead from the front by taking lead in complex problem resolution.Flexibility in Travelling domestic and internationallyThe person needs to have strong interpersonal skills.The candidate needs to have excellent team skills and abilities.They need to have excellent verbal and written communication skills.The person needs to be well-organized, flexible, proactive, and give attention to details.He or she should have the required knowledge of technical details and must be able to explain it to users in a well-spoken manner. Must aspire to a culture of service excellence, always putting the customer, our people and our business at the center of everything they do.Able to understand and deliver services which are provided on a 24x7x365 basis.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 4-6


Channel Sales | Client Servicing | Corporate Sales
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