Customer Service Manager

Recruit-It; Gauteng; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Recruit-It in Gauteng is seeking a senior service delivery manager who will be the primary contact for designated customer portfolios and oversee service-related issues to align with contracts and objectives.

You will coordinate across internal and external teams across time zones, drive improvements, and engage with Sales to align with the customer strategy while maintaining high communication standards.

Qualifications

• Engineering / Computer Science / Information systems degree or equivalent experience advantageous
• ITIL Foundation level essential / Lean Sigma
• Experience with heterogenous complex Enterprise client environments

Responsibilities

• Be the primary point of contact for selected customer portfolios and manage service-related issues
• Manage customer expectations based on contract, resources, and objectives
• Coordinate escalation responses across internal & external teams in all time zones
• Coordinate with Sales to align with the company’s customer strategy
• Prepare and deliver periodic customer reviews and performance reports

Skills

Client relationship

Project management

Reporting

Verbal communication

Written communication

C-level presenting

Education

Eng/CS degree

ITIL Foundation

Lean Sigma

Job description

Must be very well spoken

Job Purpose

Responsible as the primary point of contact for selected key designated customer portfolios for all service-related issues. Manage Customer expectations based on contract, service, resources available and optimize the company’s service offering based on Customer’s business objectives. Be seen as the Customer Main escalation point in the companies and coordinate an effective response across internal & external teams in all time zones for timely resolution. The company should utilize a flexible, logical. systematic and Agile approach internally and with customers. Manage the primary customer relationship together with Sales and align with the company’s customer strategy.

Key Performance Areas

• Service Level Management 20%
• Incident Management 20%
• Change Management 20%
• Customer Engagement 20%
• Projects 20%

Competency Requirements for Position

Knowledge

• Network topology and architecture experience:
• Knowledge of Cisco networks (troubleshooting and analysis) - MPLS, VPN, Routing, LAN, Switching
• Knowledge of general network products i.e., shaping, compression, acceleration etc.
• Knowledge of SDWAN/ Cloud / Security

Skills

• Able to build rapport with Customers and engineers
• Project management skills
• Proficient at report generation
• Excellent Word, PowerPoint and Excel skills
• Excellent communications skills (verbal and written)
• Strong presentation skills at C-level engagements

Behavioral

• Customer Responsiveness
• Commercial acumen
• Attention to detail
• Self-motivated
• Stress tolerant
• Proactive
• Excellent interpersonal skills
• Good judgement
• Ability to prioritise
• Collaborative
• Ability to drive internal and external teams efficiently

Minimum qualifications

• Engineering / Computer Science / Information systems degree or equivalent experience advantageous
• ITIL Foundation level essential / Lean Sigma
• Customer Service / Relationship Management – advantageous
• Experience with heterogenous complex Enterprise client environments

Minimum Experience

• At least 5-10 years in a customer-facing position within the IT industry, minimum of 3-5 years in a similar management role
• Project Management experience preferableTrack record of delivering services and solutions in complex Telco environments

Other requirements

• Prepared to work overtime and flexible working hours
• Willing to travel locally and internationally
• Must have own transport
• Valid passport

Job Grade

• C4

Key Stakeholder Relationships

Internal

• All departments

External

• Customers
• Suppliers
• Vendors
• Account Directors

Key Performance Areas & Indicators

Service Level Management

• Ensure overall services are delivered within SLA - Within SLA parameters
• Identify issues and initiate SIP’s proactively together with problem management processes across internal teams and external suppliers - Cost effective decision making. Within levels of authority

Incident management

• Monitor incident management process in NOC. - Reduction in number of incidents and problems
• Handle escalated incidents via ITSM platform and reporting tools. - Issues identified and corrective action implemented
• Track incidents that are at risk of breaching SLA - Accurate, on time reporting
• Provide Customers incident report following incidents
• Coordinate crisis incidents with NOC/ Global Operations and Infrastructure teams until resolution

Change management

• Manage all change requests i.e., log changes, planning, progress, escalations etc. - Ensure effective and efficient implementation
• Ensure change control – CAB - Ensure effective and efficient implementation

Customer engagement

• Conduct Customer monthly reviews and identify opportunities for improvement - Implementation of agreed improvement plans
• Compile required reports and documentation - Completed correctly and according to agreed Customer schedule

Projects

• Participate in project scoping (technical and service management) - Represent Service Management

Portfolio data integrity

• Work with Sales and Operations to collate and update customer inventory of all customer assets, configuration and topologies - Monthly and ad-hoc audits on customer network inventory