Service Delivery / Account Manager (Hybrid)

We are looking for a Service Delivery / Account Manager to join a vibrant and fast paced company that is focused on providing progressive and flexible Fibre Network solutions for local and international clients. 

The core function of the position is for an individual with excellent FTTx Industry knowledge that will be responsible for engaging with key customers by building and preserving trusting relationships. Ultimately this role will work closely with the sales team and the operational team to ensure that all staff preserves relationships with our clients. 

Duties included but not limited to:

• Identify opportunities to grow the customers user experience
• Identifying opportunities to increase operational process efficiencies
• Build positive, trusting and solid relationships with clients
• Managing the daily operations, procedures relating to client services
• Drive and continuously reinforce alignment of all initiatives to company mission, values, and strategic initiatives
• Work with service delivery managers and product managers to ensure effective handover of new customers to the service team
• Assure that all client service requests are resolved within set service levels
• Escalation and fault management
• Manage and implement plans for optimizing the usage of self-service
• Ensure adherence to statutory regulations, organizational standards, guidelines, policies, and procedures
• Manage metrics and SLA’s
• Conduct quality assurance surveys to determine customer satisfaction and improve on areas of complaint
• Aid with Incident Management for Product Critical Incidents
• Change/Problem Management
• Major Incident Management
• Provide reports on customer support metrics, key operational issues and a status update on any key initiatives that involve client service
• Take accountability in all projects undertaken by the allocated clients, ensuring that effective management occurs, and deliverables are achieved in a timely cost-effective manner
• Assisting in responding to customer queries and complaints as well as following through where necessary
• Resolving customer complaints quickly and efficiently
• Keeping customers updated on the latest products enhancements and features
• Conducting business reviews

Behavioral Competencies that the position and company culture requires:

• Strategically Analytical when finding solutions to problems to ensure maximum client satisfaction
• Ability to maintain a positive attitude focused on customer satisfaction
• Self-motivated, goal driven and the ability to handle multiple tasks at once
• Excellent interpersonal and communication skills.
• A team player with leadership skills.

The Qualifications and Experience Required:

• A Tertiary Degree / Diploma in a related field such as MIS, Computer Science, or equivalent experience
• ITIL  v3 or v4 certification
• Minimum of 4-years' experience in a Customer Service Manager position
• Minimum of 6 years' experience in a Technical Service Desk environment within an IT related industry
• Proven leadership skills in a Service Desk environment
• A good understanding of FTTX Industry & GPON
• Proficient in all Microsoft applications
• Valid Driver's License and own vehicle is preferred

NB Applicants - Please Note:

We use Ditto to track and manage applications and can only accept online applications. If you are unable to apply through link provided, please upload CV to our website under VACANCIES. If the vacancy doesn't appear on the website, the position is no longer available.

The advertised salary range is merely a guideline in terms of the level of candidates required and it remains the prerogative of our client to offer a candidate any market-related salary in line with qualifications, skills, and level of experience.