Head of Client Services

4 days ago

South Beach, KwaZulu-Natal, South Africa Dimension Data Full time
Job Title: Head of CSO

About the Role:

We are seeking a highly experienced and skilled Head of CSO to join our team at Dimension Data. As a key member of our leadership team, you will be responsible for driving client satisfaction, service delivery, and contract profitability for our regional clients.

Key Responsibilities:

  • Lead and coach a team of Service Delivery Specialists to ensure excellent client service and delivery of services according to agreed service definitions and Service Level Agreements.
  • Work closely with the Service Delivery Management and Vendor Management teams to identify methods or purchase and procurement, establish evaluation criteria, evaluate alternative options, and assist with the decision to select the most appropriate vendor/supplier.
  • Engage proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
  • Develop and manage an annual operating budget and work with the Commercial Team to ensure that monthly and pass-through billing happens.
  • Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance.
  • Review all proposals delivered to the client and ensure that growth objectives within the account are in line with NTT's overall growth objectives and serve the best interest of the client.
  • Contribute to pre-sales processes by providing information, determining the effort required to deliver, and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client.
  • Collaborate and engage with a variety of stakeholders, including the Business Review Board members, the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements.
  • Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements.
  • Negotiates and resolves contractual issues, including failure to meet contractual obligations.

Requirements:

  • Ability to lead and coach a team.
  • Ability to establish strong relationships with internal stakeholders and external clients.
  • Excellent relationship-building skills.
  • Strong ability in managing coordinated delivery of service.
  • Excellent written and verbal communication skills.
  • Strong collaboration skills.
  • Ability to work well in a pressurized environment.
  • Excellent client centricity.
  • Excellent business acumen and commercial skills.
  • Highly analytical with proven negotiation skills.
  • Passionate, strong initiative, self-driven with a commitment to succeed.

Academic Qualifications and Certifications:

Demonstrable related experience with a Bachelor's or equivalent degree; or moderate level experience and a Master's or equivalent degree; or a Ph.D. or equivalent degree without experience; or equivalent work experience.

ITIL certification.

Perks:

Medical Aid / Medical Insurance, Group Life Cover, Funeral Benefit, Minimum 18 days annual leave.

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