Head of Service Management

Job Description

Title: Head of Service Management

Company Name: Bangladesh Association of Software & Information Services (BASIS)

Vacancy: 01

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor's and Master's degree from a reputed University in Marketing, Business Administration/ Business Communication.

Experience Requirements:
∎ At least 10 year(s)

Job Responsibilities:
∎ The purpose of this job is to lead the total service department includes Membership & Member Services, Cash Incentive services, STP-1 Management and the like. The dedicated person’s responsibilities include providing the highest level of customer service, developing lasting customer relationships, and managing the service team members. The service manager maintains a strong working knowledge of all industry standards and practices as well as the organization's products and services.
∎ Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and goals are met.
∎ Handling BASIS Member’s complaints or concerns quickly and professionally to maintain good customer relationships and ensure the best service to members.
∎ Setting up and maintaining a service desk and evaluating its efficiency.
∎ Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
∎ Helping to train new employees in organization’s procedures and monitoring department issues and client complaints to create methods to lessen recurring issues.
∎ Auditing work and member service to ensure the organization’s high standards, efficiency, and productivity.
∎ Maintaining a strong working knowledge of the ICT industry regulations, restrictions, and laws, ensuring the organization's adherence to these regulations and remaining current on the industry's standards and new innovations, materials, tools, and processes.
∎ Ensuring overall financial management, control and stewardship of the IT assets and resources used in the provision of technology services and will lead to the development of continual improvement plans to ensure that services adequately support both current and future business needs.
∎ The dedicated person will be responsible for the preparation for new or changed services with full oversight of the change process and the maintenance of regulatory, legal and professional standards as well as managing the performance of existing systems and services.
∎ The Head of Service Management will ensure services are designed, planned, implemented and improved in line with both current and future business needs. He will engage, coordinate and support BASIS Worldwide technology functions across all regions to ensure the consistent deployment of processes, tools and techniques essential for effective service delivery and development.
∎ Responsible for the leadership of the service management team and will recruit, lead, motivate, develop and manage the performance of direct reports, building a high caliber team with the skills and capabilities needed to deliver the required results.
∎ Delivering prompt, professional solutions for customer inquiries, working to meet immediate goals of members' interaction and implementing improvements to customer service.
∎ Developing and managing standardized administrative processes, including communications, and documents for consistency in external communications.

Additional Requirements:
∎ Candidates who have more than 10 years of working experience in service management may be advantageous;
∎ Strong knowledge about the ICT industry and Trade bodies;
∎ Candidates need to have excellent organizational skills with a high level of attention to detail, including a proven ability to manage multiple and competing priorities simultaneously;
∎ Excellent leadership, communication and customer service skills.
∎ Computer literacy ?with analytical skills ;
∎ Strong creative thinking and problem-solving skills;
∎ The ability to manage the whole service team under pressure;
∎ Excellent and exceptional verbal & written communication skills and ability to influence senior leaders and stakeholders, as well as work collaboratively across peer networks;
∎ Ability to manage a number of different projects and deliver them all on time;
∎ Sound understanding of high quality customer service both internally and externally;
∎ Ability to organize, plan and prioritise own workload to meet deadlines and targets;
∎ Excellent communication and interpersonal skills.
∎ Collaboration, diversity and teamwork underpin everything we do here at BASIS. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our goals. Come bring your difference!

Salary: Negotiable

Compensation & Other Benefits:
∎ As per company policy.

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 30 Jun 2022

Company Information:
∎ 21 Jun 2022
∎ Bangladesh Association of Software & Information Services (BASIS)
∎ Address : BDBL Bhaban (5th Floor-West), 12 Kawran Bazar, Dhaka-1215
∎ Web : www.basis.org.bd

Category: General Management/Admin

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