Ready to Join the Ranks of Innovators? iOCO Infrastructure Services Awaits.
We are looking to hire a Business Process Manager (Service Management Office (SMO))Â who will be responsible for ensuring that the iOCO IS's "way of work" is effectively applied across all client engagements, acting as the custodian of seamless and efficient service delivery. This role will oversee client interactions, monitor service delivery, ensure adherence to IT Service Management (ITSM) best practices, and continuously strive for service delivery optimisation to meet organisational objectives and exceed client expectations.
This role is key to ensuring iOCO continues to deliver world-class services to its clients while optimising internal processes to drive efficiency and client satisfaction.
What you’ll do:
- Service Engagement Framework:
- Develop, implement, and maintain the service engagement framework to ensure seamless service between iOCO IS Managed Services and clients.
- Oversee and guide all service management activities to align with the organisation's service standards and objectives.
- Client Interaction Management:
- Ensure effective communication and coordination between iOCO IS Managed Services functional areas and its clients, fostering long-term, collaborative relationships.
- Track and optimise all client touchpoints to improve the client experience and satisfaction.
- Implement feedback mechanisms to address client concerns, escalate issues appropriately, and monitor resolution processes.
- Service Delivery Optimisation:
- Continuously review service delivery processes, ensuring alignment with ITSM best practices.
- Identify and implement opportunities for process improvement and efficiency gains in service delivery.
- Lead initiatives to standardise and streamline processes such as onboarding, service request handling, and escalation management.
- Client Satisfaction Relationship Management:
- Maintain high levels of client satisfaction by ensuring transparent, professional, and timely engagement with Service Delivery Managers and clients.
- Proactively manage and resolve service issues and escalations in collaboration with internal teams.
- Monitor client satisfaction metrics and implement improvement plans where necessary.
- Best ITSM Practice Standardisation:
- Champion adopting ITIL-based best practices from the Service Management Office and the broader Managed Services division.
- Lead the development and implementation of standardised ITSM processes.
- Quality Management:
- Oversee the design and implementation of a quality management system (QMS) aligned with service excellence.
- Ensure that all services provided are subject to continual improvement through standardised quality audits and reviews.
- Capacity Utilization Reporting:
- Ensure the optimisation of capacity utilisation across service delivery teams.
- Oversee the creation and delivery of accurate, insightful client reporting to provide transparency on service performance and SLA adherence.
- Continual Improvement Proactive Client Care:
- Drive continual improvement initiatives focused on enhancing service delivery and client satisfaction.
- Foster a proactive approach to client care, identifying and addressing potential service issues before they escalate.
- System and Tooling Management:
- Ensure the appropriate use of data analytics, business intelligence tools, and reporting systems to support effective service management.
- Oversee the selection, implementation, and optimisation of tools and systems that support service delivery.
Your expertise:
- 10+ years of experience in IT service management, with at least five years in a leadership role.
- Proven experience in leading a Service Management Office or a similar role in a Managed Services environment.
- Strong leadership and people management skills.
- In-depth knowledge of ITSM, ITIL frameworks, and service delivery best practices.
- Excellent client relationship management and communication skills.
- Proven ability to drive service improvements, process optimisation, and standardisation.
- Analytical mind-set with experience in data-driven decision-making.
- Experience in Quality Management Systems (QMS) implementation and management.
Qualifications required:
- A Degree in Information Technology, Business Management, or a related field.
- ITIL Expert certification (or equivalent).
Why work for us?
If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.
You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.
At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.
