Process Controller - Change Management

Fujitsu Technology Solutions Sp. z o.o.

Following established processes/ systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
Escalating issues as necessary to deliver required service level and meet or exceed customer expectations/ SLA.
Monitoring performance through statistical reporting and analysis.
Analysing and identifies areas of improvement to the service to ensure customer satisfaction.
Preventing negative trends by properly raising and reacting to performance and progress gaps.
Owning and accepting personal responsibility for customer problems and champions customer issues to resolution.
Building and enhancing strong customer relationships.
Controlling the resolution of incidents to agreed service levels.
Acting as point of escalation in dispute or uncertainty over appropriate resolver group for an incident.
Acting as point of escalation when closure of an incident is disputed by the user.
Ensuring the Change Management process, procedures and work instructions are adhered to by all relevant parties.
Monitoring and reporting on the effectiveness of the Change Management procedures.