Representative Projects/Experience
Overseeing the delivery of application management support services to meet customer service level agreements (SLAs) and quality standards.
Building and maintaining strong relationships with customers to understand their needs and provide tailored AMS support solutions.
Overseeing incident response and problem resolution processes to ensure timely and effective solutions.
Defining, negotiating, and managing SLAs with Albida customers, ensuring SLAs are met and reviewing them periodically to align with customer expectations.
Establishing knowledge repositories and systems for Albida Support staff to access relevant information to resolve customer queries.
Continuously assess and improve recruitment processes, ensuring efficiency, effectiveness, and adherence to best practices.
Overseeing and managing all aspects of Albida’s day-to-day operations.
Developing and implementing operational policies and procedures to ensure efficiency and effectiveness
Team leadership responsibilities of the Technical Consultants not engaged on full-time projects, the Recruitment team and AMS services team.
Contributing to the development and execution of Albida’s strategic plans.
Identifying opportunities for cost savings and revenue generation.
Continuously evaluating and improving operational processes to enhance efficiency and productivity.
Implement best practices and workflow optimisations.
Establishing and monitoring quality control standards to meet or exceed customer expectations.
Using data and metrics to evaluate multiple functions performance before preparing and presenting to Albida’s Founders.
Collaborating with other departments, such as sales, marketing, and finance, to align operations with overall business goals.
Developing and implementing long-term strategies for operational growth and development.
