Senior Manager- Service Management

SUMMARY:
The Senior Manager: Enterprise Client Service (Service Management) provides professional leadership and coordination for an integrated service delivery and service recovery function for Enterprise customers in line with organization’s Enterprise strategy. The incumbent manages Service Relationship and service delivery, driving persistent focus on the Client, supporting Top 100 High Value Customers, Priority and Express class customer base. They leverage technical and managerial expertise to integrate and optimise high performing teams, ensuring superior business performance and exceptional client service, retention and recovery. To achieve business growth targets across all segments by providing relevant and exceptional Services and client support.

CVS to be submitted directly to:  teboho@eqplus.co.za

POSITION INFO:
Context: (Global influences, environmental / industry demands, organizational mission, etc.)

• Brand strength and profitability in the segments and classes in line with the brand
• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with increasing competition
• Ongoing research and knowledge acquisition
• Global and local market dynamics and developments
• Client and Technology demand and growth trends
• Changes in Clients and organizational needs and behavior

• Ensure implementation of operational plans
• Drive and ensure accurate and timely business and performance reporting process
• Drive and ensure appropriate business predictability across all client projects, Top three Classes (Premium, Priority & Express) Top 100 base
• Drive and ensure the right client service organization structure to enable better client experience, Top 100 base, Priority and Premium classes
• Drive and ensure the right client service processes and procedures across the business, Top 100 base, Priority and Premium classes incl regions support
• Drive and ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channel

• Motivate, develop and manage the execution of agreed projects
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting

• 4-year degree, preferably IT or telecommunications engineering related

• Project management in a client facing role
• At least 3-5 years’ experience in Service Management experience in a management role
• At least 3-5 years’ experience in Vendor Management experience in a management role
• Legal and regulatory knowledge
• Experience in managing SLA’s, contracts and customers
• Experience in Partner Management
• Experience in service design and costing