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Senior Service Quality Specialist
Il y a 3 mois
Tasks
• Propose and implement a Continuous Service Improvement (CSI) process and methodology with accompanying Key Performance Indicators (KPIs), reporting and governance mechanisms;
• Contribute to service audits to verify compliance and recommendations of service improvements;
• Work closely with the Agency and vendors to understand improvement opportunities and to size, scope and generate business cases that support the implementation of improvement projects whilst effectively prioritizing against the other needs of the business to ultimately produce quality service improvement plans;
• Assist the Contracting Authority's management to take action for the improvement of the end user experience, as measured by monthly customer satisfaction (CSAT) results.
Education Requirements
Minimum 4 years of relevant education (master or equivalent) after the secondary school.
Minimum Experience Requirements
• Minimum 9 years of professional experience in the domain, of which
• Minimum 3 years of relevant professional experience in user support, training or documentation writing. Qualifications, Knowledge and Skills
• Certification in ITIL/ITIL V3 Foundation essential, ITIL Practitioner or ITIL Expert desirable;
• Certification in PRINCE2 is considered an asset;
• Experience with quality procedures;
• Developed communication and diplomacy skills with a strong ability to persuade and influence client and stakeholder relationships;
• Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution;
• Previous experience in a continous improvement or service management role;
• Very strong communication skills: oral, written, presentation, facilitation;
• Technical understanding with ability to translate into business concepts.
Delivery mode: Onsite (Strasbourg) + Proximity
Deadline: 07/06/2024 at 10:30 AM (CET)
