Location: South Africa/Dubai UAE
Company Description
Aspen TESS is Aspen's technology enabled shared services business, established to be a partner in unlocking business value through digital innovation and process efficiency. Aspen TESS will eliminate repetitive effort and use technology to optimise standardised processes, by delivering cost-effective services and innovative solutions to Aspen business units globally.
OBJECTIVE
The role is responsible for ensuring customer service excellence through the management of Service Performance Ratings and Service-Level Agreements (SLAs) in the shared services environment. Responsible for the monitoring, analysing, and optimising customer service performance metrics to drive efficiency and effectiveness for the shared service. The role will provide additional value-added activities for the shared services i.e., knowledge management, change & release management, incident & request management and monitoring business application lifecycle.
Service Performance Rating Management
• Develop and implement processes for managing service performance ratings and customer satisfaction surveys within the shared services.
• Monitor and analyse service performance ratings to identify trends, areas of improvement, and opportunities for enhancing customer service excellence.
• Collaborate with cross-functional teams to address service performance issues and implement corrective actions as needed.
• Implement leading service performance indicators to facilitate assessment.
• Evaluate and monitor service performance metrics to assess effectiveness.
• Generate reports and presentations to communicate performance insights.
• Drive continuous improvement initiatives to optimise service performance.
Commercial Drive
• Monitor the commercial viability of service performance against SLA targets
• Lead initiatives to improve service delivery and enhance customer satisfaction.
• Establish escalation procedures for handling service disruptions or breaches of SLAs.
• Analyse data, identify trends, and present insights to support decision-making and commercial drive efforts.
Customer Centricity
• Define service level targets and performance metrics that are aligned with customer expectations and business objectives.
• Collaborate with service teams to establish SLAs that reflect customer needs and preferences and ensuring that they are measurable and achievable.
• Monitor service performance against SLAs and identifying areas where service levels are not meeting customer expectations.
• Implement proactive measures, such as preventive maintenance or capacity planning, to anticipate and prevent potential disruptions to service levels.
• Conduct regular reviews of SLAs to ensure they remain relevant and effective in meeting evolving customer needs and business requirements.
• Facilitate discussions and negotiations with customers around SLA revisions or modifications to better align with changing priorities or expectations.
• Act as a champion for customer centricity within the organisation by advocating for service improvements that enhance the overall customer experience and satisfaction.
Business Improvement
• Analyse service performance data and metrics to identify trends, areas for improvement, and opportunities to optimise efficiency.
• Provide regular reports and updates on service performance to senior management, highlighting achievements and areas for improvement.
• Leverage technology solutions such as service management tools or analytics platforms to streamline processes, automate workflows, and improve visibility into service performance.
• Keep abreast of industry best practices and emerging trends in service management to continuously improve processes and drive excellence in service delivery.
Service Performance Value Added Services
• Identify, develop and implement value-added services to enhance customer experience and satisfaction within the shared services.
• Lead initiatives related to knowledge management, change and release management, incident and request management, and monitoring the business application lifecycle.
• Ensure that value-added services align with organisational objectives and contribute to overall service performance improvement.
• Develop and implement strategies to ensure the effective use of knowledge management systems and processes.
• Ensure the impact of IT changes is implemented in an effective way to ensure the successful delivery of the shared services objectives.
• Develop and maintain service design guides and content quality management systems.
• Report on progress of operational issues to senior management, end users and stakeholders.
• Manage the performance of the application life cycle for the shared services.
Service-Level Agreement Compliance
• Manage service-level agreements (SLAs) with internal and external stakeholders to ensure adherence to service performance standards and expectations.
• Monitor SLA compliance and performance metrics, proactively identifying and addressing deviations or breaches.
• Collaborate with stakeholders to negotiate SLAs and service improvement plans, as necessary.
• Review and revise SLAs periodically to ensure alignment with business objectives.
• Develop and implement SLA tracking mechanisms to monitor performance.
• Provide recommendations for SLA improvements to enhance service delivery.
• Ensure escalation mechanisms are effective.
Data Analysis and Reporting
• Conduct data analysis and reporting on service performance metrics, including service uptime, availability, response times, and resolution times.
• Generate regular reports and dashboards to communicate service performance trends, insights, and recommendations to key stakeholders.
• Utilise data-driven insights to drive continuous improvement initiatives, enhance service effectiveness to drive decision-making and strategic planning.
• Analyse service performance data to identify trends and patterns.
• Utilise data visualisation techniques to present complex information effectively.
• Collaborate with IT teams to automate data collection and reporting processes.
• Conduct regular audits to ensure data accuracy and integrity.
Stakeholder Communication
• Communicate effectively with internal and external stakeholders regarding service performance objectives, expectations, and outcomes.
• Engage with stakeholders to gather feedback, address concerns, and identify opportunities for improving service delivery.
• Foster positive relationships with stakeholders to ensure alignment and collaboration in achieving service performance goals.
• Provide regular updates on SLA adherence and service improvement initiatives.
• Facilitate meetings and discussions to gather feedback and address concerns.
• Act as a liaison between different departments to streamline communication.
• Deliver presentations to executive leadership on service performance metrics and initiatives.
Performance Evaluation
• Evaluate the effectiveness of service performance management processes and initiatives, identifying areas for improvement and optimisation.
• Implement performance evaluation mechanisms to assess the impact of service improvement efforts on customer satisfaction and operational efficiency.
• Continuously monitor and adjust performance evaluation criteria and methodologies based on evolving business needs and industry standards.
• Conduct regular performance reviews based on predefined metrics such as adherence to SLAs, quality of service, and responsiveness to issues.
• Implement corrective actions for underperforming services and recognise high-performing services to drive continuous improvement.
Vendor Relationship Management
• Cultivate strong relationships with key vendors to foster collaboration and alignment with SLAs, service performance requirements and organisational goals.
• Collaborate with vendors to address service performance issues, implement performance improvement plans, and drive accountability for meeting contractual obligations.
• Conduct regular vendor performance reviews and assessments to evaluate service quality and identify opportunities for optimisation.
• Negotiate contract terms and SLAs with vendors to ensure alignment with business needs and objectives.
• Monitor vendor compliance with contractual obligations and take appropriate actions to address deviations.
Service Uptime and Availability
• Monitor and manage service uptime of systems and availability to ensure uninterrupted service delivery to internal and external stakeholders.
• Implement strategies and measures to mitigate risks and minimise service disruptions, including redundancy planning, disaster recovery, and business continuity planning.
• Proactively identify and address factors impacting service uptime and availability, collaborating with relevant teams to implement preventive measures and improve overall service reliability.
• Conduct root cause analysis for service downtime incidents and implement preventive measures to minimise recurrence.
• Ensure the shared services has adequate capacity so as to minimise disruptions.
SKILLS AND ATTRIBUTES
• Service Level Management - Agreeing targets for service levels and assessing, monitoring and managing the delivery of services against the targets.
• Data and Analytics - Constructing appropriate analytics (through consultation with other departments as necessary) to measure service performance and customer satisfaction.
• Strategic Reporting - Ability to collate information, analyse the data and develop reports that are used for information sharing, decision making, creating awareness, project updates and providing closure on projects/ programmes/ issues.
• Services Knowledge - Understanding of all the company's service offerings and features.
• Performance Management - Improving organisational performance by developing the performance of individuals and workgroups to meet agreed objectives with measurable results.
• Digital Acumen - Monitoring of the effectiveness of technology within operations.
• Analytics - Construct appropriate analytics to measure service performance and customer satisfaction.
• Artificial Intelligence (AI) / Automation - Understanding Data Science and Machine Learning techniques to automate processes and services. Ability to use Generative AI techniques to build solutions, technologies and services.
KNOWLEDGE
• Understanding of service management frameworks and standards, such as ITIL (Information Technology Infrastructure Library).
• Knowledge of customer service principles and practices, including customer relationship management (CRM) systems and tools.
• Familiarity with business application lifecycle management processes and methodologies, including change and release management.
• Knowledge of quality assurance principles and process improvement methodologies.
• Proficiency in data analysis tools and reporting software.
EDUCATION & EXPERIENCE
• Bachelor's/ Honours degree in business sciences, information technology, or related field.
• Registration with relevant professional associations or bodies related to customer service or service management.
• Project Management certifications preferred.
• Certification in Service Management (e.g., ITIL Foundation, ITIL Practitioner) preferred.
• 5+ years’ experience in service performance management, SLA management, Customer Service or related field within the pharmaceutical or healthcare industry.
• Proven track record of managing service performance metrics, SLAs, and customer satisfaction initiatives.
• In-depth knowledge of service performance management principles, methodologies, and best practices.
• Experience in monitoring, analysing, and optimising service performance metrics to drive efficiency and effectiveness.
• Familiarity with knowledge management, change management, release management, incident management, and request management processes.
• Proven experience in Business Process, Quality Management, and Six Sigma would be an advantage.
• Proficiency in using service management tools and platforms to monitor and analyse service performance metrics.
• Experience in developing and implementing service-level agreements (SLAs) and performance measurement frameworks.
• Exposure to service improvement initiatives and methodologies to enhance customer service excellence.
• Strong analytical skills with the ability to interpret complex data and derive actionable insights.