Service Excellence Manager - Cybersecurity

cyberani solutions

Core Responsibilities:

Service Excellence Governance:

Oversee the implementation of Service Excellence frameworks and methodologies to ensure consistent delivery of high-quality cybersecurity services.

Define and monitor service quality metrics to ensure alignment with client expectations and organizational standards.

Strategic Oversight:

Provide high-level direction and guidance to project teams/commercial team, ensuring alignment with Service Excellence goals without direct execution management.

Ensure that cybersecurity projects are strategically aligned with client needs and organizational objectives.

Client Engagement & Satisfaction:

Act as a strategic liaison between clients and internal teams to ensure service delivery meets client expectations.

Capture and analyze client feedback to identify areas for continuous improvement and enhanced service delivery.

Stakeholder Management:

Build and maintain strong relationships with key stakeholders to ensure alignment and support for Service Excellence initiatives.

Facilitate communication and collaboration across departments to foster a customer-centric culture.

Continuous Improvement:

Implement continuous improvement programs to enhance service quality and client satisfaction.

Monitor and evaluate the effectiveness of service commercial/delivery processes and make strategic recommendations.