2 of 2 Permanent Stakeholder Management Jobs in County Tyrone

staff across service desk, infrastructure, cloud services, networking, and cyber security, driving service excellence, customer satisfaction, and continual service improvement. Key Responsibilities Team Leadership & Management Lead, manage, and develop a team of ~14 technical staff across multiple disciplines Conduct regular 1:1s, performance reviews, and coaching sessions Manage resource … processes Ensure timely response and resolution of incidents and service requests Act as an escalation point for complex or high-priority issues SLA & KPI Management Own and report on service desk performance against SLAs and KPIs Monitor metrics such as: First Response Time Resolution Time (MTTR) First Contact Resolution ...

SLAs and KPIsMonitor metrics such as:First Response TimeResolution Time (MTTR)First Contact Resolution (FCR)Ticket backlogCustomer Satisfaction (CSAT)Produce regular performance reports for management and clientsClient & Stakeholder ManagementAct as a key point of contact for service-related client issues and escalationsParticipate in service review meetings with clients … where requiredWork closely with account management/sales teams to ensure client satisfactionManage and resolve service complaints in a professional mannerProcess & Service ImprovementImplement and maintain ITIL-aligned processes (Incident, Request, Problem, Change)Identify recurring issues and drive problem management initiativesImprove service desk efficiency through automation, documentation, and knowledge ...