Senior Manager- Service Management

3 weeks ago


Johannesburg, South Africa EQ Plus Full time
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
Ensuring a culture of Operational Excellence:
  • 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
Project Management:
  • 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
Education:
  • 4-year degree, preferably IT or telecommunications engineering related
Experience :
  • 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 SLAs, contracts and customers
  • Experience in Partner Management
  • Experience in service design and costing


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