As the Support Services Practice Manager at Harel Mallac Technologies, you will play a pivotal role in leading and growing our support services division. You will be responsible for overseeing all aspects of IT service management, ensuring seamless operations, and driving continuous improvement initiatives. With a focus on client satisfaction and organizational excellence, you will lead a high-performing team to deliver exceptional support services to both internal stakeholders and external clients.
Key Responsibilities:
Practice Management and Continuous Improvement: Lead and oversee the support services practice, driving strategy, operations, and ongoing process enhancement initiatives to ensure optimal service delivery.
IT Service Management: Manage IT service delivery processes, including incident, problem, and change management, while participating in CAB meetings and overseeing asset management activities.
Business Development and Client Relationship Management: Identify and capitalize on new business opportunities while fostering strong client relationships to ensure satisfaction and loyalty.
Talent Acquisition, Development, and Team Leadership: Recruit, nurture, and lead a team of support professionals, providing guidance and support for their professional growth and success.
Financial Management: Monitor budgets and resource allocation to optimize financial performance and ensure the profitability of support services operations.
Strategic Planning and Operational Excellence: Develop and execute strategic plans to achieve practice objectives, promoting operational excellence through efficient processes and procedures.
Participation in RFPs and New Initiatives: Represent the support services practice in RFPs and drive the implementation of new initiatives to enhance service offerings and drive innovation.
Quality Assurance and Regulatory Compliance: Implement quality assurance processes and standards to deliver high-quality support services while ensuring compliance with regulations and standards.
Risk Management and Thought Leadership: Identify, assess, and mitigate risks associated with support projects and initiatives, acting as a thought leader in the support services domain.
Innovation and Stakeholder Engagement: Foster innovation and engage stakeholders to drive collaboration and the adoption of best practices, aligning support services with organizational goals.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or related field. Advanced degree or certifications (e.g., ITIL, PMP) preferred.
Proven experience in support services leadership roles, with a strong track record of business development and client management.
In-depth knowledge of IT service management principles, practices, and technologies.
Excellent communication, leadership, and interpersonal skills.
Demonstrated ability to drive results, meet deadlines, and manage competing priorities effectively.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and requirements.
Harel Mallac Technologies Ltd. is an Equal Opportunity Employer. Please consult our Privacy Notice on www.harelmallac.com to know more about the way in which we use your personal data.
