Service Excellence Manager

4 days ago


Manila, National Capital Region, Philippines Ascendion Full time

About This Opportunity

We are seeking a highly skilled Service Excellence Manager to join our team at Ascendion. As a key member of our transition planning group, you will be responsible for developing and implementing comprehensive transition plans for digital transformation projects in the healthcare domain.

Key Responsibilities

  • Develop and implement transition plans to ensure minimal disruption to operations
  • Collaborate with software vendors to ensure smooth handover of tasks and resolve issues promptly
  • Act as a bridge between vendors and internal teams, facilitating communication and ensuring alignment on goals, timelines, and deliverables
  • Track transition activities against established KPIs and SLAs, providing regular updates to stakeholders and identifying areas for improvement

Requirements

  • Strong working knowledge of the ITIL framework and application of ITIL best practices for managing incidents, service levels, and changes throughout the transition lifecycle
  • Understanding of incident management processes to restore normal service operation as quickly as possible
  • Familiarity with defining and managing service level agreements (SLAs) to ensure service quality
  • Knowledge of change management processes to minimize risks associated with changes to IT services


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