Senior SRE Head

Manages service level agreements by ensuring that all services are delivered according to contractual commitments. Focuses on keeping clients satisfied with the companys services through managing projects, fixes issues, tracks service metrics, manages budgets and helps lead the professionals responsible for getting services delivered to clients. Ensures that processes are efficient and cost effective and aims to find ways to reduce costs without affecting the overall customer experience. Assesses customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times and evaluates a customer s experience against a set of customer satisfaction goals and criteria. Oversees employees in different stages of the delivery process and holds all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.

Achieves goals through the work of others

Management responsibilities include performance appraisals, pay reviews, training and development

Job focus is on managing others and applying operational or strategic management skills

Provides leadership to managers and professional staff

Is accountable for the performance and results of multiple related teams

Develops departmental plans, including business, production and/or organizational priorities

Decisions are guided by resource availability and functional objectives

Functional Knowledge:

Requires understanding and application of procedures and concepts within own discipline and basic knowledge of other disciplines

Business Expertise:

Applies in depth understanding of how own discipline integrates within the function

Leadership:

Manages multiple related teams, sets organizational priorities and allocates resources

Problem Solving:

Identifies and resolves complex technical, operational and organizational problems

Impact:

Impacts the business results of a sub function by supporting and funding of projects, products, services and/or technologies and developing policies and plans

Guided by functional business plans

Interpersonal Skills:

Influences others internally and externally, including senior leaders