Service Manager

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 the organisation’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.

POSITION INFO:
Performance Areas:

• Manage the printing support services.
• Generate non-district revenue and marketing printing services to clients.
• Manage all rental, purchase, and maintenance contracts of photocopy machines and printing equipment.
• Planned, developed, and wrote reports, surveys, studies and analyses of printing, self-service copy and fee-based services to clients.
• Maintain statistics of payroll records, program evaluations and annual reports.
• Ensure performance measurements are in line with the customer strategy.
• Supervising, mentoring, and managing a team.
• Maintaining relationships with clients, partners, and other stakeholders.
• Managing the profits and losses of the organization.
• Developing goals and initiatives to direct the company s course.
• Guiding managers in implementing company initiatives and policies
• Evaluating company processes and procedures to solve issues within them.
• Ensuring business operations are implemented based on established procedures.
• Maintaining regulatory records and paperwork.
• Brand strength and profitability in the segments and classes in line with onolithic 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
• Gobal and local market dynamics and developments client and Technology demand and growth trends
• Changes in Clients and organizational needs and behavior
• Established Market base dynamics and developments
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

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

• All experience relates to the telecommunications industry
• 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

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