Service Owner

2 weeks ago

Durban, KwaZulu-Natal, South Africa Games Global Full time

The role:

We are seeking a highly skilled and dedicated Service Owner to join our team.

As a Service Owner within this space, you will be responsible for overseeing and managing support operations and QA activities across our large product suite.

Your primary focus will be ensuring customer satisfaction, timely issue resolution, and maintaining the highest quality standards for our products.

This role requires strong leadership, excellent communication skills, and a deep understanding of support methodologies and QA best practices.

What you'll do:

  • Service Ownership: Take ownership of the Support and QA services for our product suite, ensuring efficient and effective operations and driving continuous improvement in customer satisfaction and product quality.
  • Support Operations: Lead the support team and establish best practices for incident management, problem resolution, and customer support. Define and monitor service level agreements (SLAs) to meet customer expectations and ensure timely issue resolution.
  • Customer Satisfaction: Develop and maintain a customercentric approach to support, focusing on customer satisfaction and building strong relationships. Gather customer feedback, identify areas for improvement, and implement strategies to enhance the support experience.
  • Quality Assurance: Establish and maintain robust QA processes across the product suite, ensuring adherence to quality standards and best practices. Define and execute test strategies, conduct quality reviews, and drive continuous improvement in product quality.
  • Team Leadership: Manage and mentor a team of support analysts and QA engineers, providing guidance, coaching, and professional development opportunities. Foster a collaborative and highperforming work environment.
  • Incident and

Problem Management:

Implement incident and problem management processes, ensuring that issues are properly triaged, escalated, and resolved in a timely manner.

Collaborate with cross-functional teams to identify root causes and implement corrective actions.

  • Process Improvement: Continuously assess support and QA processes to identify opportunities for efficiency gains, automation, and enhanced productivity. Implement process improvements and drive initiatives to optimize service delivery.
  • Collaboration and Communication: Work closely with crossfunctional teams, including product management, development, and operations, to align support and QA activities with overall business objectives. Effectively communicate support status, metrics, and improvement plans to stakeholders.
  • Metrics and Reporting: Define and track key performance indicators (KPIs) for support and QA activities, providing regular reports and insights to stakeholders. Use metrics to identify trends, areas of improvement, and areas of risk.
  • Compliance and

Quality Standards:
Ensure compliance with relevant regulations, industry standards, and quality frameworks. Implement and maintain quality management systems to support regulatory and audit requirements.

What we're looking for:

  • Bachelor's degree in Computer Science, Engineering, or a related field. A master's degree is a plus.
  • Proven experience in a similar role, managing support and QA operations across a large product suite.
  • Strong understanding of support methodologies, incident management, and problem resolution processes.
  • Experience with quality assurance and testing practices, including test planning, execution, and defect management.
  • Excellent leadership and team management skills, with the ability to motivate and mentor a diverse team.
  • Strong analytical and problemsolving abilities, with a keen attention to detail.
  • Excellent communication and interpersonal skills, with the ability to effectively collaborate and influence stakeholders at all levels.
  • Proficiency in support tools, ticketing systems, and QA tools.
  • Familiarity with Agile methodologies and continuous improvement practices.
  • Experience in managing customer relationships and driving customer satisfaction.
  • Knowledge of relevant compliance and quality standards, such as ISO and ITIL, is a plus.

_Join our team and play a pivotal role in ensuring exceptional support and maintaining high-quality standards across our diverse product suite. As the Service Owner for Support and QA, you will have the opportunity to drive customer satisfaction, process improvement, and operational excellence within our organization._
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