Service Delivery

2 weeks ago

Midrand, South Africa AdaptIT Full time

**Listing reference**: adapt_000129**Listing status**: Online-
**Position summary**

**Industry**:IT & Internet
- **Job category**:IT and Telecommunications**Location**:Midrand
- **Contract**:Permanent**EE position**:No**About our company**
- A provider of leading specialised software and digitally-led business solutions that assist clients across targeted industries.**Introduction**Job description**

Client Relationship Management:

- Act as the primary point of contact for clients, building and maintaining strong relationships.
- Proactively conduct regular meetings with clients to review operational concerns, address issues, product releases and enhancements, as well as any commercial related items.
- View client meetings not only as a platform for issue resolution but also as an opportunity to strengthen relationships and reinforce our commitment to their success.
- Offer personalized solutions and recommendations based on a deep understanding of the client's unique business requirements and industry landscape.
- Maintain detailed records of discussions, decisions, and action items from client meetings to ensure clarity and accountability.
- Provide timely follow-up on action items and commitments made during meetings, demonstrating reliability and professionalism.

Customer Consulting:

- Implement and manage a customer consulting strategy to drive product adoption, customer retention and revenue growth within the Mobile Network Operators (MNOs) top customers.
- Lead and manage a team of success consultants, setting clear expectations and empowering them to deliver exceptional value to our top tier MNO end clients.
- Define key performance indicators (KPIs) to measure the effectiveness of success consultants, emphasizing the value and frequency of client engagements.
- Actively engage with our consultants, our top-tier MNO end customers to cultivate strong, strategic partnerships. This involves understanding their business objectives, challenges, and industry trends, ensuring that our services align with their evolving needs.

Support Desk and Service Level Agreement (SLA) Management:

- Lead and manage the Customer Success Support Consultants, setting clear expectations and empowering them to deliver exceptional value to our customers.
- Monitor SLAs to ensure compliance with agreed-upon service standards.
- Analyse SLA performance data and take corrective actions as needed to meet or exceed targets.
- Formulate and communicate SLA status and performance reports to internal and external stakeholders.
- Ensure the timely and effective delivery of services by success consultants within the identified premium and platinum customer base in order to meet client requirements and SLAs.
- Evaluate and implement onboarding and support efficiencies.
- Develop innovative customer experience methodologies driving improved customer engagements.
- Execute on the partner and customer retention strategy, ensuring elements such as product adoption, billing discrepancies and usage addressed and resolved.
- Ensure consistent customer engagements.
- Drive ongoing training initiatives, serving as the custodian of knowledge development within Adapt IT as well as the MNO and their customers.
- Coordinate and collaborate with internal and the customers’ teams to resolve service-related issues and customer escalations.

Continuous Improvement:

- Identify opportunities for service improvement and efficiency gains.
- Implement best practices and processes to enhance service delivery.
- Work with teams to address root causes of issues and implement preventative measures.
- Collaborate with internal teams to develop actionable plans for continuous improvement based on the insights gathered from client meetings and performance evaluations.

Team Collaboration:

- Collaborate with internal and customer teams, including support, operations, and technical teams, to ensure seamless service delivery.
- Provide guidance and support to internal and external teams to resolve complex issues and improve service quality.

Risk Management:

- Identify and manage risks associated with service delivery.
- Develop and implement risk mitigation strategies to ensure uninterrupted service.

Product Roadmap & Planning:

- Influence and communicate on the product vision and strategy in alignment with company goals.
- Conduct market research and competitor analysis to identify opportunities and threats.
- Collaborate with stakeholders to define and prioritize features, functionalities, enhancements, and releases based on customer needs and market trends as well as revenue opportunities.
- Proactively communicate with customers on enhancements, new features, or process improvements that contribute positively to the overall service experience.

Cross-Functional Collaboration:

- Work closely with development, support, marketing, and other cross-functional teams internally and externally to ensure successful product development and delivery.
- Communi

  • Service Delivery

    2 weeks ago

    Midrand, Gauteng, South Africa AdaptIT Full time

    Listing reference: adapt_000129Listing status: Online-Position summaryIndustry:IT & Internet- Job category:IT and TelecommunicationsLocation:Midrand- Contract:PermanentEE position:NoAbout our company A provider of leading specialised software and digitallyled business solutions that assist clients across targeted industries.IntroductionJob...

  • Service Delivery Manager

    2 weeks ago

    Midrand, Gauteng, South Africa Ability Recruitment Full time

    Permanent JHB00279 Information Technology Property Gauteng, Midrand R R Annually Cost To Company The IT Service Delivery Manager is responsible for all IT services to the Company. Maintaining the operational integrity of all IT technologies and services and ensuring that all hardware and software continues to function optimally. REQUIREMENTS: Degree in...

  • Executive:project & Service Delivery

    2 weeks ago

    Midrand, South Africa Liquid Tech (Pty) Ltd. Full time

    **Role Purpose** Accountable for National Network Operations inclusive of service delivery and staff compliment of specific sub-departments within the Technology department, including, but not limited to all the associated technologies, to provide a service that seamlessly integrates to the entire business unit and the overall Network. The Role facilitates...

  • Service Delivery Manager

    4 weeks ago

    Midrand, South Africa Fourier Recruitment Full time

    Monitor, control and support service delivery by following & enforcing relevant processes throughout all service delivery engagements. Meet contractual obligations through consistent fulfilment of client specific Service Level Agreements (SLAs). Ensure timeous and accurate booking of time by all productive resources. Management of complaints and...

  • Service Delivery Manager

    2 weeks ago

    Midrand, Gauteng, South Africa Fourier Recruitment Full time

    Monitor, control and support service delivery by following & enforcing relevant processes throughout all service delivery engagements.Meet contractual obligations through consistent fulfilment of client specific Service Level Agreements (SLAs).Ensure timeous and accurate booking of time by all productive resources.Management of complaints and escalations...

  • Service Delivery Manager

    3 weeks ago

    Midrand, South Africa Nexio Full time

    Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital...

  • Service Delivery Manager

    2 weeks ago

    Midrand, Gauteng, South Africa Nexio Full time

    Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa's transformation agenda, we are at the forefront of digital...

  • IT Service Delivery Manager

    2 months ago

    Midrand, South Africa Talent Evolution Full time

    Responsible for: - Ensure that service provided by ITSp's are relevant- Users understands the service level they can expect- Ongoing engagement with all ISP's- Management understands the performance of ISP's against service level agreements- Identify service delivery improvement **Key responsibilities**: - ITSP Management- Asset management- User management-...

  • IT Support

    4 weeks ago

    Midrand, South Africa Many in 2 one Full time

    **Experience**: Server Management /support extremely important 5 years of IT support experience in a service delivery team Incident, change and problem management on a service management platform Endpoint configuration management and support Management of hardware and software assets Working within a cloud or hybrid cloud...

  • Supervisor Fttx: Service Delivery

    2 weeks ago

    Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:The supervisorFTTX: Service delivery has the primary task of ensuring Fibre orders are placed, installed and activated as quickly and seamlessly as possible. The supervisor needs to manage their assigned team as well as suppliers and technicians in the fieldYour responsibilities will include:The supervisor will be accountable for the Delivery of...

  • Senior Specialist: Service Delivery

    2 weeks ago

    Midrand, South Africa Liquid Tech (Pty) Ltd. Full time

    **Role Purpose** To drive and manage the Order to Cash Process for critical projects end to end. Effective Customer Management, Revenue Generation, Project Management, excellent reporting and Technical Skills are key areas. Responsible for tracking, managing, distribution of new orders to the team, including managing both internal and external...

  • Senior Specialist: Service Delivery

    2 weeks ago

    Midrand, Gauteng, South Africa Liquid Tech (Pty) Ltd. Full time

    Role PurposeTo drive and manage the Order to Cash Process for critical projects end to end. Effective Customer Management, Revenue Generation, Project Management, excellent reporting and Technical Skills are key areas. Responsible for tracking, managing, distribution of new orders to the team, including managing both internal and external escalations.Role...

  • Project Manager

    3 weeks ago

    Midrand, South Africa Watershed Consulting Full time

    **Job Description**: **Job advert: Project Manager - 1 Year Contract** **Midrand** **Role reports to Executive Manager: Operations** - **Experience in delivery IT / digital or service delivery projects**: - Thrive in a smaller, dynamic organisation - Willing to build the company's project management capacity - Proven experience in managing teams - Strong...

  • IT Service Delivery Manager

    2 months ago

    Midrand, South Africa Talent Evolution Full time

    **Key responsibilities**: - ITSP Management - Asset management - User management - IT services management - Business management - Budget management - Risk Management **Requirements**: - Degree in Computer Science/ Information Technology or relevant field - Must be proficient with business software like Visio and Excel - Experience in customer service and...

  • Delivery Driver

    2 weeks ago

    Midrand, South Africa Style-quip Full time

    The Driver is primarily responsible for distributing our products from our warehouse to customers. The driver must represent the company in a professional manner. **Duties and Responsibilities**: - Deliver stock from the warehouse to customers. - Perform daily delivery vehicle inspection. - Load and unload vehicles with customer orders and incoming...

  • Service Delivery Coordinator

    2 weeks ago

    Midrand, South Africa CallCentre Full time

    **Job Type**: Temp to perm Contract length: 6 months **Salary**: From R5 000,00 per month Application Question(s): - Are you able to work shifts? **Experience**: - Customer Service: 1 year (required) Ability to Commute: - Midrand, Gauteng (required) Application Deadline: 2024/03/02

  • Service Delivery Coordinator

    2 weeks ago

    Midrand, Gauteng, South Africa CallCentre Full time

    Job Type: Temp to permContract length: 6 monthsSalary: From R5 000,00 per monthApplication Question(s): Are you able to work shifts?Experience:Customer Service: 1 year (required)Ability to Commute: Midrand, Gauteng (required)Application Deadline: 2024/03/02

  • Executive Head: Digital Services and Fixed Delivery

    2 weeks ago

    Midrand, Gauteng, South Africa Vodafone Full time

    Role purpose:Facilitate the intra Technology Commercial engagement and partner with the Enterprise Business Unit (Vodacom Business) to deliver on Technology and Digital business solutions across the various Lines of Business and channels within Vodacom Business in alignment with the strategy and budget.The role includes the management of large systems...

  • Manager Retail Delivery

    3 months ago

    Midrand, South Africa Vodafone Full time

    **Role purpose**: The Manager: Property Delivery role is a hands-on leadership role that defines, implements and manages people and activities related to rendering support to the full Retail Property Team. This “Shared Service” Portfolio plays a key facilitation and execution role by extracting specialised inputs from the Core Services portfolios...

  • Specialist Retail Delivery

    2 months ago

    Midrand, South Africa Vodafone Full time

    **Role purpose**: The Specialist: Property Delivery role is a hands-on role that executes activities related to rendering support to the full Retail Property Team. This “Shared Service” Portfolio plays a key facilitation and execution role by extracting specialised inputs from the Core Services portfolios (Portfolio Analysis & Development, Contracts &...