Support Manager

1 week ago

Cape Town, South Africa Parvana Strategic Sourcing Full time

**Client Details**:
**Role Responsibilities**:
Contribute to the ownership, management, and maintenance of our clients support portal.

Analyse data and set tactical goals for the External Service Desk.

Ensure a successful and aligned transition with standard operational processes.

Ensuring that the process is fit for purpose and use, and that key stakeholders are kept up-to-date on any process changes.

In the Monthly Service Review meetings, you will present process stats and trends to relevant parties.

Conduct customer reviews and work with the Customer Centricity, Experience Practice & groups to perform design thinking and ensure continuous improvement via our clients support portal.

Responsible for owning and managing core ITIL processes such as Chatbot & Chat, CSI Management Processes, and Portal UX.

**Preferred Qualifications**:
Bachelor's degree in Bachelor's degree in Business/Information Technology, or equivalent experience

**Relevant Skills / Experience**:
10 years' experience as a Service Desk Manager or in Service Management.

Experience in people and stakeholder management is essential.

Ability to implement ITSM tools and Chatbot Customer Journey mapping is also a key requirement.

**Work Type / Location**:
Hybrid work option

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