Service Management Lead

1 month ago

Midrand, Gauteng, South Africa Gijima Holdings HR Full time
Job Title: Lead Service Management Support

Job Summary:

We are seeking a highly skilled and experienced Lead Service Management Support professional to join our team at Gijima Holdings HR. The successful candidate will be responsible for managing the day-to-day operations of RFS's, Contracts, and Billing teams, ensuring accurate quotes, contracts, and billing within agreed timeframes.

Key Responsibilities:

  • Manage and maintain the day-to-day operations of RFS's, Contracts, and Billing teams.
  • Draft contractual documents and liaise with all Service Lines, Commercial, and Legal teams.
  • Interact with customers and obtain execution versions from legal for final signature.
  • Manage Contract Administration, ensuring accurate Contract Portals for audit processes, maintaining and managing Contract Registers, and alerting Business of contracts about to expire.
  • Set up kickoff meetings with Sales, SL, and SDM to define responsibilities for documents, create Teams Folders, and provide previous contract documents.
  • Assist in setting up Contract Documentation MSA/SOW with Legal and manage SL to provide SOW information according to deadlines.
  • Perform quality control on submitted documents from SL, ensuring wording, alignment, logo, and other requirements are met.
  • Provide Sales/SDM with final documents for client signature and finalize legal approval.
  • Manage Contract Trackers to ensure all outstanding tasks are completed.
  • Manage Request for Service (RFS), ensuring technical, commercial, financial, and legal acceptable quotes are produced, with no revenue loss, and implementing pricing models to support existing contracts with standard services and solutions.
  • Develop and maintain standard quote templates used by all teams.
  • Manage the Billing Team, ensuring automated billing, accurate billing with no revenue loss, governance followed with all stakeholder sign-offs, CPI applied as and when required, and contract charges aligned with customer invoices.
  • General responsibilities include process compliance, initiating and enhancing processes, ensuring integration with support divisions, business review presentations on a monthly basis, weekly meetings to manage team output, and automating processes where possible.

Requirements:

  • Ability to manage a team.
  • Ability to work with all internal and external stakeholders.
  • Managing the quote to invoice process.
  • Understanding of customer contracts.
  • Interpersonal relation skills.
  • Conflict management.
  • Time management.
  • Analytical skills.
  • Ability to network and influence.
  • Coordinate between functions to gather inputs.
  • Ability to analyze and interpret information.
  • Ability to plan and organize.
  • Ability to deliver results and meet internal and external customer expectations.
  • Ability to ensure policies and procedures.
  • Ability to adapt and respond to change (work under pressure).
  • Ability to work with figures and detailed information.
  • English written and verbal communication skills.
  • Broad understanding of the IT environment.
  • Thorough understanding of SharePoint, Microsoft Office (Word, Excel, PowerPoint, and Microsoft Teams).

Attributes Required:

  • Delivering results and meeting customer expectations.
  • Improving and automating processes and systems.
  • Working with people.
  • Persuading and influencing.
  • Planning and organizing.
  • Deciding and initiating action.
  • Analyzing.
  • Relating and networking.
  • Coping with pressures and setbacks.
  • Presenting and communicating information.

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