• Oversees Service Management function, including service desk and performance management, chargeback, and acts as a central point of contact with clear responsibility for enforcing adherence to Service Level Agreement (SLA).
• Ensures quality service to both internal and external parties and keeps abreast of business services in order to take appropriate actions to capitalise on opportunities and possible scope and service expansion.

PRINCIPAL ACCOUNTABILITIES:

SLA, KPIs & Performance Management

• Establish SLAs and KPIs for each FSSC pillar and communicate/discuss any changes and expectations with FSSC Head, FSSC Managers and Business Unit (BU)/Service Units (SU) Stakeholders.
• Ensure service support related SLAs and KPIs are met or exceeded by teams and oversee compliance to terms and conditions agreed in SLA.
• Monitor FSSC performance Dashboard, related ticketing system/services performance and work continu...