Service Delivery Manager

2 weeks ago

Johannesburg, South Africa Reflex Solutions (Pty) Ltd Full time

Service management is a customer facing function that refers to the entirety of activities, directed by policies, organised, and structured in processes and supporting procedures that are performed by Reflex Solutions to design, plan, deliver, operate, and control technology services offered to our customers.

Service Management embodies the core of service delivery - its value as defined by the customer of the service. Service Management is everything we do and must in some way contribute to the value expected by our customers. This includes the processes we utilise, the infrastructure that supports these services, improvements to these processes and services, as well as the implementation of industry best practices.

Face to face meetings and productive dialog with our customers is essential if we are going to truly understand what they value in the services they purchase from Reflex Solutions. This goes beyond the specific functional requirements and should include questions to clarify the business outcomes the customer is seeking, what’s most important to them and their preferences and perceptions regarding the services and the processes that support these services.

**Duties and responsibilities**:
**Customer first - Net Promoter Score (NPS) and Customer Satisfaction (CSAT)**
- Identify areas for improvement of overall customer experience
- Implement action plans and act on surveys and transaction feedback
- Customers must be called back within 48 hours (latest) of poor service instances tracked on the voice of the customer system
- CSAT must be above 85% on your specified service managed accounts, this will be measured by the surveys monthly and quarterly
- Service management customer contact details to be maintained on Halo or any other Reflex Solutions contact management system for surveys (these must be updated monthly)

**Customer service reviews**
- Customer Service Reviews to be attended to by the Service Delivery Manager at agreed frequency with the customers (Platinum customers to be monthly or quarterly and other customers as per Customer segmentation) and captured on Halo as a trip
- As an output of service reviews and meetings all necessary documents and minutes are to be distributed to customers within 24 business hours and saved on the share point portal under the customer’s name (latest and greatest).

**Proactive customer service and support**

Service Delivery Manager is to oversee that the following tasks are adhered to by all support teams:

- Ensure all customer segmentation SLAs defined are adhered to and not exceeded, tracked, and ticket aging analysis managed.
- Resolution of core tasks as defined in customer segmentation within Target Turnaround Time (TTT) i.e., RCA and RFO creation 5 working days from closure of the incident, for any other query (action item) that comes in during a rolling month is to be completed within that month)

**Operational support management and continual service improvement**
- The Service Delivery Manager will be responsible to facilitate the below key activities associated to the customer segmented service managed accounts:

- Customer billing disputes logged and resolved timeously.
- Repeat incident analysis (flagged and SIP initiated as required)
- Reduce the number of SLA credits being paid to service managed customers.
- Maintain billing inventory lists and ensure no billing errors result in credits (as per Customer Segmentation)
- Availability Management
- Problem Management
- Change Management
- Vendor / Supplier Management
- Release Management
- Capacity Management
- Service Level Management
- Introducing and managing operational level agreements (OLAs)
- Reporting
- RFP support

**Fiscal efficiency**
- Identify revenue leakage
- Identify Upsell / cross sell opportunities
- Identify Cost Saving initiatives within your assigned account base or within Reflex Solutions and assist in implementing the initiatives

**Strengthen our culture**
- Live the Reflex Solutions brand by being a good example of our mission, vision & values
- Constantly growing your knowledge of Reflex Solutions as a business, our products and network, for the benefit of one’s growth and our customer
- Attend required training & workshops
- Build professionalism, loyalty, and commitment within the Carrier and Access team, as well as across business units and the Myriad group of companies.
- Communicate actively and effectively resolving any potential conflicts that may arise
- Drive initiatives leading to increasing efficiency and effectiveness of customer experience
- Strong customer-centric approach

Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.

**Minimum Requirements**:

- Matric certificate
- Business diploma/degree
- Service management certification e.g., ITIL Practioner or ITIL Life cycles (mini

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