Project Lead

**Job Role Profile**:

- Driving Profitable Growth for the Business
- Lead to ensure that all customer projects are completed within agreed time, cost and quality objectives
- Drive client retention through effective service delivery
- Ensure and drive delivery against agreed SLA’s
- Focus on providing exceptional Client Experience
- Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
- Ensure that regular CSAT surveys are conducted to monitor client satisfaction
- Ensure by working closely with sales team that a premium service is provided to our clients
- Ensure that Real-time tracking of progress on outstanding client incidents happens
- Ensure effective and efficient service escalation processes are in place
- Act as Custodian for customer engagement across the business
- Ensuring a culture of Operational Excellence
- Drive and ensure accurate and timely business and performance reporting process
- Drive and ensure appropriate business predictability across all client projects
- Drive and ensure the right client service organisation structure to enable better client experience
- Drive and ensure the right client service processes and procedures across the business
- Drive and ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels
- Drive and continuously develop and recommend client service models to align the business performance
- Drive and ensure that a process is in place for seamless handover between all divisions and client service
- Effective budget management
- Lead, develop and coach the Client Service team
- Ensure a culture of continuous evaluation and improvement
- Drive a culture of high performance, accountability and consequence management
- Ensuring appropriate Governance and Control measures
- Ensure team compliance of relevant policies and procedures
- Ensure effective SLA strategies are in place to support the business
- Drive the Implementation of proper controls and processes to minimise revenue leakage
- Drive and ensure that proper project controls are in place to manage operational risks across the business

**Project Management**
- Develop and drive the execution of agreed projects
- Drive the implementation, tracking, monitoring and compliance of Projects
- Contract management in line with Procurement Policies
- Co-ordinate project reporting
- Ensure effective implementation of the integrated project management model
- Risk management
- Ensure that all projects are transitioned on-time, within scope and in compliance to corporate standards
- Developing project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
- Develop a detailed project plan to track progress
- Develop customer readiness documentation including operational manuals, customers’ guides, and setup templates.
- Use appropriate verification techniques to manage changes in scope & schedule
- Report and escalate to management as needed
- Manage the relationship with the customer and all stakeholders
- Perform risk management to minimize project risks
- Create and maintain comprehensive transitional documentation
- Prepare and submit monthly reports to the Projects Manager, and update relevant tools and systems.
- Analysing project progress and solving problems

**Supervisory / Leadership / Managerial Complexity**:

- Achieve objectives through promoting interaction, cohesion and synergy (teamwork)
- Recruit, develop and retain people with outstanding skills, qualifications and potential
- Define the divisional KPAs and KPIs that will be cascaded down to each department
- Performance management and identification of training needs
- Accountable for a customer centric culture and shift to legendary service provision
- Build talent by identifying and developing new leaders for the respective environment
- Employee relations and collaborative teamwork
- Manage Employment Equity and diversity
- Coaching and guidance of subordinates
- Display an understanding of the strategic nature of effective leadership in the organisation

**Education**:

- 4 Year Tertiary qualification in Commerce or equivalent
- MBA / Masters advantageous

**Experience**:
Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry in a Client Service leadership role within the ICT industry

**Job Type**: Permanent

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or willing to relocate with an employer-provided relocation package (required)