Service Request Response Coordinator

Due to increased workloads, our client a leading global outsourcing partner is searching for a Response Manager to join their team!

The Response Manager is a key member of the Account Business Management/Service Request Management office team. They have the overall responsibility for handling all aspects of the NSSR (Non Standard Service Request) management within the account.

PRIMARY RESPONSIBILITIES:

- Implements and operates best practice in terms of standards and process within NSSR.
- Manages the end to NSSR process from receipt of a service request through proposal, approval and delivery
- Identifies and leverages appropriately skilled resources for the completion of service request proposals
- Provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets.
- Provides input for the requests that they have been assigned and reports regularly on their NSSR in terms of response times, open requests, approved requests, key issues and so on.
- Ensures the solution and business case is satisfactorily defined and accepted by the customer
- Work with client manager(s) to scope and qualify new service requests, prepare proposals and to sell capability
- Uses good business judgment in prioritization of service requests in line with business objectives and contractual commitments.
- Analysis non-standard service requests and proposals whether certain requests type should be orderable as standard service or request and transitions these type of requests

The ideal candidate with have excellent communication skills, as well as more than 4 years experience in the IT Outsourcing business. This is a great opportunity to work in a dynamic and challenging environment!

Our client is ready to recruit now so click APPLY now! Alternatively please contact Hayley Kooyman at Talent International.