Digital Service Excellence, Senior Manager

Key Responsibilities

• Develop and implement the digital service excellence strategy, aligning with the organization's overall goals and vision
• Lead and manage a team of digital service professionals, fostering a collaborative and high-performing environment
• Oversee the implementation and optimization of IT Service Management (ITSM) frameworks and processes to ensure efficient and effective service delivery
• Drive customer experience (CX) enhancement initiatives, utilizing data and feedback to continuously improve user satisfaction
• Utilize data analytics to identify trends, measure performance, and inform strategic decisions related to digital service delivery
• Lead process optimization efforts to streamline workflows and enhance efficiency across digital service channels
• Collaborate with other departments and stakeholders to ensure a cohesive and integrated approach to digital service delivery

Job Offer

• A chance to shape the future of digital service delivery within a prestigious government organization
• Competitive salary package

Requirements

• Bachelor's degree in a relevant field such as Information Technology, Business Administration, or a related discipline
• Minimum of 10 years of progressive experience in digital service management, digital transformation, or a related field
• Proven expertise in digital transformation strategies and implementation
• Strong knowledge of IT Service Management (ITSM) principles and best practices
• Demonstrated success in enhancing customer experience (CX) within a digital environment
• Proficiency in data analytics and the ability to translate data into actionable insights