Customer Service Manager (Telecommunications)

Recruit-It; Gauteng; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Recruit-It is seeking an experienced IT service management professional to oversee service delivery, incident and change management, and active customer engagement across enterprise environments. The role requires strong project management, reporting skills, and proactive collaboration with internal teams and external vendors.

Candidates should have a relevant engineering/computing degree, ITIL Foundation certification, and a track record in Telco-like settings.

Qualifications

• Networking knowledge across enterprise environments.
• Experience with heterogenous complex enterprise environments.
• ITIL Foundation level essential / Lean Sigma.

Responsibilities

• Manage service levels and incident/change/customer engagement.
• Coordinate with internal/external teams and stakeholders.
• Prepare and present reports for customers and executives.
• Support project scoping and service management activities.
• Maintain portfolio data integrity with Sales and Operations.

Skills

Network topology & architecture

Cisco networks knowledge

SDWAN/Cloud/Security

Rapport with customers & engineers

Project management

Report generation

MS Word/PowerPoint/Excel

Excellent communication (verbal & пись

Education

Engineering / Computer Science / Information Systems degree

Job description

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 preferable
• Track 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