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ICT Service Excellence Lead

2 weeks ago

Pretoria, Gauteng, South Africa Bidvest Protea Coin Full time

We are seeking an ICT Service Excellence Lead to join our team at Bidvest Protea Coin.

In this key role, you will be responsible for leading the development and implementation of strategic customer engagement plans to drive business growth and retention.

Key Responsibilities:
  • Develop and execute customer engagement strategies to drive business growth and loyalty.
  • Build and maintain strong relationships with senior stakeholders to inform business decisions.
  • Implement process improvements to enhance customer satisfaction and reduce service disruptions.
  • Develop and maintain comprehensive customer profiles to inform targeted business strategies.
  • Collaborate with internal teams to resolve customer complaints and issues promptly.
Requirements:
  • 12+ years of experience in the ICT sector, with at least 6 years in the telco industry.
  • 10 years of relationship management experience, engaging with customers at all levels.
  • 5 years of contract and SLA management, ideally within complex outsource accounts.
  • A formal IT / Networking qualification (3-year Diploma / Degree), Project Management certification, and ITIL v3 certification.