• Manage on-going service delivery and service support in order to meet agreed KPI levels• Manage (outsourced) delivery of service capabilities• Manage / oversee service standards and service catalogues• Escalate / resolve issues• Define service models and the assess the impact of new services or changes to existing services• Participate in internal / external service review meetings• Ensure the use of agreed global, standardised IT Service Management / TOM processes• Evaluate business risks and issues related to operational incidents, potential changes and internal audit reports. Implement appropriate risk management processes and take appropriate and timely actions.• Collate required data and reports for analysis in order to facilitate service monitoring and improved service performance.

• Manage day-to-day operations of the team which includes service performance, customer satisfaction and people management.o Responsible for overall team performance and achievement of SLA’so Active monitoring of tickets and email to ensure control of quality performance, technical accuracy, proficiency of tools and conformity to policies and procedureso Actively handle customer escalation & complaints to resolution.o Escalation contact for Account Team, team leads and service desk engineerso Provide guidance and advice to team members on performance, that their objectives are on track and to ensure they are adequately skilled to meet team objectives. o Reward and recognize significant contributors where appropriate• Responsible for the overall process documentation for the team.• Responsible for communication to own and other Service Delivery teams, IS Support groups, Customer segment contacts and customers regarding any major issues / situations / requests / changes as appropriate• Conduct regular team meetings to ensure that appropriate flow of information between Management and Staff.• Developing agents through continuous coaching and feedback, focusing on behaviours and skills. • Participate in recruiting and Selection process and be responsible for hiring and separating.• Manager Portfolios held : Training Focal Point, Rewards & Recognition Focal Point, Fun Team Manager, E-Wings Advisor• HP GSD 2014 Fun Team committee

• Responsible for all quality aspects of operations service delivery to include customer satisfaction, people management and service performance- First point of contact within Service Delivery for email & ticket quality issues- Monitor ticket, email & call control for quality performance, analysts behaviour, technical accuracy, adherence to SLA, proficiency of tools, and conformity to policies and procedures• Serves as a primary focal point for customer satisfaction issues relating to ticket, email & call quality and process • Identify and analyze performance trends and gaps Thorough monthly one-to-ones with the analysts, providing Quality Performance feedback that highlight areas of opportunities for improvement and also goal-setting management session • Responsible for the maintenance and updates of the Outlook Template Toolbar which is an essential feature used by the analysts daily.