Service Management Lead
6 days ago
**Job ID**:12021
**Position Type**:Full-Time
**Job Function**:Procurement
**Workplace Type:
**Division**:TFG Merchandise Procurement
**Province**:Western Cape
**Location**:Cape Town North
**Suburb**:Parow (Parow)
Position Description:
**The opportunity**:
The Service Management Lead is responsible for the efficient and effective management of the engagement channels and delivery of services to Suppliers and TFG users throughout the Procurement process.
This role will ensure operational excellence and service delivery according to defined Service Level Agreements. The role will interact with internal and external customers.
**Responsibilities**:
- Ensure efficient team delivery and effective call resolution across all procurement functions including, P2P operations, system administration, Fuse front line and Finance
- Support the team with troubleshooting and resolution of tickets
- Manage capacity, monitoring and re-assignment of tickets
- Manage quality of resolution and knowledge transfer where required
- Manage escalations and route cause analysis
- Effective relationship management to ensure optimal resource allocation, service delivery and employee engagement
- Continuous focus on identifying risk to delivery and compliance
- Continuous focus on identifying and implementing opportunities for improvement
**Requirements**:
- Business Related Degree / Diploma
- 5 -7 year’s experience in a customer service/operations environment
- Analytical and problem-solving skills
- Excellent communication skills (written and verbal)
- Strong administrative skills and understands business finance
- Effective project management, the ability to work on multiple projects simultaneously
- High service delivery and performance mindset
- Keen judgement and decision-making skills
- Knowledge of risk and compliance processes
- High attention to detail and accuracy
- Strong relationship management skills
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