TrustBuilder - Head of Project Management

il y a 1 mois

Gent, Belgique TrustBuilder Temps plein


The Head of Project Management is a pivotal position entails overseeing customer experience, project management, and service delivery managers within our organization. Reporting to the Senior Vice President Operations & Services, you will play a critical role in ensuring the seamless delivery of services, maintaining excellent customer satisfaction, and driving operational excellence across our service portfolio.

Key Responsibilities

Customer Relations

Foster strong and positive relationships with our clients, understanding their needs, challenges, and objectives

Act as a primary point of contact for escalated customer issues, ensuring prompt resolution and client satisfaction

Implement strategies to enhance customer experience and loyalty, driving repeat business and long-term partnerships

Project Management

Lead and coordinate project managers to ensure successful delivery of projects within scope, budget, and timelines

Develop and implement project management best practices, methodologies, and tools to optimize efficiency and effectiveness

Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful outcomes

Service Delivery Management

Oversee the service delivery process, ensuring adherence to service level agreements (SLAs) and quality standards

Collaborate with service delivery managers to optimize service delivery processes, workflows, and resource allocation

Continuously assess and improve service delivery performance through data analysis, feedback mechanisms, and performance metrics

Leadership and Team Management

Provide strong leadership and direction to the service management team, fostering a culture of collaboration, accountability, and continuous improvement

Coach, mentor, and develop team members, empowering them to achieve their full potential and contribute to organizational success

Promote a positive and inclusive work environment that values diversity, creativity, and innovation

Strategic Planning and Alignment

Collaborate with senior management to develop and execute strategic initiatives aligned with organizational goals and objectives

Contribute to the development of service management policies, procedures, and standards to support business growth and scalability

Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating insights into organizational strategies

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