Service Management Lead

2 weeks ago

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

Join Gijima Holdings HR as a key member of our team in a dynamic role that requires strong leadership and technical skills. As a Lead Service Management Support, you will be responsible for managing the day-to-day operations of RFS's, Contracts, and Billing teams.

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, provide Sales/SDM with final documents for client signature, and finalize Legal Approval.
  • Manage Contract Trackers to ensure all outstanding tasks are completed.
  • Ensure Technical, Commercial, Financial, and Legal acceptable quotes are produced, with no revenue loss, and implement pricing models to support existing contracts with standard services and solutions.
  • Develop and maintain standardized Quote Tools to generate pricing and daily, weekly, and monthly reports.
  • 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.
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:
  • 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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