VIP Support Lead - Exec Experience & SLA Champion
Client of Exceed IT Services
An application made for this job — a tailored resume and cover letter that speak straight to the posting.
Job summary
Client of Exceed IT Services seeks a VIP Support Leader to line-manage VIP engineers and a service coordinator, owning service standards and SLAs for executive-level IT support. You will drive proactive improvements using incident telemetry and coordinate with the ITSM function on major executive incidents.
The role requires strong executive/stakeholder management, a proven leadership track, and the ability to report on VIP service performance in a governance framework.
Qualifications
- Line-manage VIP Support Engineers and VIP Service Coordinator with rostering.
- Strong leadership in a customer-facing technical team.
- Executive and government-level stakeholder management.
- Implement and maintain service quality frameworks, QA and satisfaction metrics.
- ITSM reporting and analysis for VIP services.
Responsibilities
- Own VIP service standards and SLAs.
- Define and monitor service level agreements for VIP support.
- Drive proactive service improvement from VIP incident trends and telemetry.
- Act as primary escalation point for executive dissatisfaction and sensitive incidents.
- Build relationships with executive offices, chiefs of staff and executive assistants.
- Interface with Service Delivery Manager and ITSM on major incidents affecting executives.
- Oversee VIP onboarding standards for newly appointed executives.
- Provide hands-off coverage during peak periods or team absence.
- Produce VIP service reporting for monthly governance.
Skills
Job description
Client of Exceed IT Services seeks a VIP Support Leader to line-manage VIP engineers and a service coordinator, owning service standards and SLAs for executive-level IT support. You will drive proactive improvements using incident telemetry and coordinate with the ITSM function on major executive incidents.
The role requires strong executive/stakeholder management, a proven leadership track, and the ability to report on VIP service performance in a governance framework.
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