Head of CSO

3 weeks ago

Durban South, South Africa Dimension Data Full time
Functieomschrijving

Do you want to make a real difference in your career? Do you want to progress within one of the largest security companies with a strong focus on innovation and new technologies? Do you want to work for an employer that values top-notch talent? Apply for this Head of CSO role

Responsible for high-level relationship management with clients. Serves as the primary management contact and client liaison during delivery of a professional services engagement or an outsourced solution.

Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client’s business.

Generally has profit and loss responsibilities for all client contracts under management in the Region. Selects develops and evaluates personnel to ensure the efficient operation of the function.

 

The role of Head of Client Services is to manage multiple MS Client Delivery Specialists. They support the business and protect the company’s reputation by taking responsibility for overall contract management and client delivery for regional, client contracts.

They are responsible for ensuring client satisfaction, service delivery, and contract profitability for their assigned client contracts. These clients require service delivery for more than one NTT Business Unit and are often complex by nature and are typical across multiple sites or for multiple NTT service offerings.

 

Work with various central delivery functions in the execution of client delivery and operations

 

Reports directly to the Head of Services, Southern Africa

Requirements

  • Worked within ITIL framework.
  • Lead and coach a team of one or more Service Delivery Specialists
  • Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
  • 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, 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
  • Partner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized

Qualifications

  • 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

Required Experience:

  • Demonstrated client engagement experience at a very senior level
  • Demonstrated experience in a Managed Services and/or Support Services environment
  • Demonstrated years of experience managing and leading a service delivery team and/or related function

Perks

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

About Dimension Data

At Dimension Data we empowering our people to deliver client-centric solutions. We want to see our people make the most of every opportunity, and together we can achieve the extraordinary. Our diverse and inspiring people are experts at what they do and serious about delivering measurable and sustainable value at every turn.

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