I have over 10 years of experience managing IT client services teams, including roles where I led teams of 20+ professionals. I have successfully implemented strategies to improve service delivery, reduce response times, and enhance client satisfaction. My approach involves clear communication, performance metrics, and fostering a collaborative team environment to ensure high-quality service.

I prioritize addressing client complaints promptly and empathetically. My process includes gathering detailed information, identifying root causes, and implementing solutions to prevent recurrence. I also ensure transparent communication with clients, providing regular updates and follow-ups to maintain trust and satisfaction.

I align IT services with business goals by first understanding the organization's objectives and then mapping IT services to support them. This involves regular collaboration with business units, setting measurable KPIs, and leveraging technology to drive efficiency and innovation. I also conduct periodic reviews to ensure continuous alignment.

I stay updated by attending industry conferences, participating in professional networks, and engaging in continuous learning through online courses and certifications. I also encourage my team to share knowledge and insights, ensuring we collectively stay ahead of emerging trends and technologies.

One successful project I led involved transitioning a client to a new IT service management platform. I managed the project from planning to execution, ensuring minimal disruption to services. The result was a 30% improvement in service delivery efficiency and a 20% reduction in client complaints.