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For your reference, we have included the original job posting below.
Director of Continual Service Improvement, Global Service Center
Job Number:
37151637
Company Name:
Pomeroy IT Solutions
Job Location:
Hebron, KY US
Job Category:
Information Technology
Director of Continual Service Improvement, Global Service Center
Reference # : 11-01051 Title : Director of Continual Service Improvement, Global Service Center Location : Hebron, KY Experience Level : 5 Years Start Date : 07/01/2011 Assignment Detail
Description
Who We Are Pomeroy is a leading provider of advanced technology services focused on IT Outsourcing, Infrastructure Services, Consulting Solutions, Product Procurement and Logistics, and IT Staffing. Pomeroy's consultative approach delivers information technology solutions through the disciplines of ISO9000, ITIL, HDI and PGMP practices, enabling Fortune 1000 corporations, government entities, and mid-market clients to increase productivity, reduce costs, and 're looking for dedicated, hard-working individuals who will help us achieve our goal of being the best IT provider in America.
What Sets Us Apart Our customers consistently tell us the thing that makes us different is our focus on their needs. Vendor neutrality allows Pomeroy to provide solutions based on the customer?s needs, not what we have to sell. This vendor neutrality and focus are the hallmarks of our product and services offerings.
Our Broad and Deep Expertise Pomeroy has been able to build its areas of expertise and offerings through continual hiring, training, and strategic acquisitions of companies that bring new skill sets and experience. Through these methods, we?ve been able to add new offerings, strengthen our existing offerings and expand our geographical coverage.
Essential Duties * Oversee and assure execution of -Call quality monitoring and assessment of analysts * Ticket quality monitoring and assessment of analysts * Measurement of analyst individual productivity * Service event impact research and remediation * Design, plan and execute service improvement plans for client desks and internal operations * Oversee GSC strategic initiatives, assuring that approved project charters are in place and milestones are set and met * Manage knowledge centered support activities across the GSC * Oversee the GSC econometric and business analysis functions. Accountable for establishing and maintaining baseline performance measurements and competitive benchmarks for the GSC * Measure and report on staff satisfaction * Ensure compliance with corporate governance standards * Manage the maintenance and integrity of operational data repositories and quality assurance related documentation * Oversee and assure maturation of internal and external measurement and compliance reporting * Continual quality assurance activities for the Global Service Center (GSC) * Analyst and desk productivity measurement * Analyst and manager training * Client service improvement plans * Internal service improvement plans Required Skills · Excellent customer service & problem solving skills · Proven team player with mature interpersonal & communication (written/oral) skills · Present a professional image commanding the respect of staff, peers, and senior management · Strong administrative management and process execution capability · Advanced analytical and statistical capability
Educational Requirements * Masters degree in business or related discipline preferred, Bachelors degree required
