Overview
Director Service Excellence Jobs in Abu Dhabi, UAE at Edge Group
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The Director of Service Excellence is a strategic leadership role responsible for driving organizational efficiency, customer satisfaction, and operational excellence. This role oversees three key sections:
Process Excellence , Continuous Improvement , and the Service Desk . The Director will lead efforts to enhance service delivery, implement best practices in service management, and foster a culture of ongoing improvement across all support functions.
Key Responsibilities:
Provide strategic direction and leadership to the Process Excellence, Continuous Improvement, and Service Desk teams.
Develop and execute initiatives that enhance service quality and operational efficiency through service management best practices.
Drive process excellence by identifying, developing, and implementing streamlined processes across the organization.
Lead the Continuous Improvement function to embed a culture of innovation and data-driven decision-making.
Oversee the Service Desk operations to ensure timely, high-quality support and customer satisfaction.
Collaborate with cross-functional teams to manage and deliver transformation initiatives through effective project management practices.
Establish performance metrics and KPIs for all service-related functions to monitor effectiveness and identify areas for enhancement.
Ensure alignment with organizational goals and regulatory requirements.
Promote staff development through coaching, training, and performance feedback.
Education:
Bachelor’s degree in Business Administration, Information Technology, or a related field (Master’s preferred).
Experience:
Minimum of 12 years of experience in service excellence, service management, or related leadership roles.
Key Skills:
Proven track record in leading process improvement and service transformation initiatives.
Strong knowledge of ITIL, Lean, Six Sigma, or similar methodologies.
Excellent leadership, communication, and interpersonal skills.
Demonstrated expertise in project management with the ability to manage multiple initiatives simultaneously.
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Title: Director Service Excellence
Company: Edge Group
Location: Abu Dhabi, UAE
Category: Management (Program / Project Manager, Operations Manager)
