Director Service Excellence

The Director of Service Excellence is a strategic leadership role responsible for driving organizational efficiency, customer satisfaction, and operational excellence. This role oversees three key sections: Process Excellence, Service Management, and Project Management. The Director will lead efforts to enhance service delivery, implement best practices in service management, and foster a culture of ongoing improvement across all support functions.

Key Responsibilities:

• Provide strategic direction and leadership to the Process Excellence, Continuous Improvement, and Service Desk teams.
• Develop and execute initiatives that enhance service quality and operational efficiency through service management best practices.
• Drive process excellence by identifying, developing, and implementing streamlined processes across the organization.
• Lead the Continuous Improvement function to embed a culture of innovation and data-driven decision-making.
• Oversee the Service Desk operations to ensure timely, high-quality support and customer satisfaction.
• Collaborate with cross-functional teams to manage and deliver transformation initiatives through effective project management practices.
• Establish performance metrics and KPIs for all service-related functions to monitor effectiveness and identify areas for enhancement.
• Ensure alignment with organizational goals and regulatory requirements.
• Promote staff development through coaching, training, and performance feedback.

Education:

• Bachelor’s degree in Business Administration, Information Technology, or a related field (Master’s preferred).

Experience:

• Minimum of 12 years of experience in service excellence, service management, or related leadership roles.

Key Skills:

• Proven track record in leading process improvement and service transformation initiatives.
• Strong knowledge of ITIL, Lean, Six Sigma, or similar methodologies.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated expertise in project management with the ability to manage multiple initiatives simultaneously.