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Job Description
Job Description
- Ensuring the correct and proper delivery of customer support services to our customers
- Ensuring that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness.
- Take ownership of customers' issues and follow problems through to resolution
- Guide the sales and presales team in any projects pertaining warranty and operations and maintenance contracts in terms of pricing, selecting and designing the suitable solution.
- Taking ownership of customer service to increase the sales volume LoB Margins
- Responsible for the financial and commercial performance of delivered customer support services
- Ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness.
- Follow agreed on Services processes and standards
- Act as an escalation path for major and critical incidents to ensure service is restored urgently
- Ensure Vendors & suppliers fulfil their contractual obligations, especially regarding SLAs for incidents, root cause analysis, monitoring trends and problem resolution.
- Reviews the delivery reports and addresses issues as appropriate
- Significant experience of leading and managing technical teams in a dynamic fast paced environment
- Leads support teams through effective incident management
- Conducts effective service evaluations and coaches internal technical teams through formal and informal channels
- Lead interrelated warranty and services projects, guide and advise the designated teams through the full process starting from presales activities until the successful delivery of project requirements.
- Keeps track of lessons learned and shares those lessons with team members
Job Requirements
Personal Skills
- Excellent communication, interpersonal, and negotiation skills.
- Proven administration, problem-solving and analytical skills
- Excellent command of English.
- Excellent team leadership
Technical Skills
• Minimum 8 -12 years of experience in ICT Service Delivery with demonstrable knowledge of methods, techniques, and tools for planning and organizing in a relevant field.
• Customer-focused, team-worker, who is flexible, adaptable, and able to work with little direct supervision.
• Strong supervision and demonstrated leadership skills are essential.
• Proven experience working and delivering service management practices with an approach of being solution focused through to effective troubleshooting.
• Proven working experience in project management, Project Management Professional (PMP) is preferred
• Excellent technical report writing skills
• Demonstrated knowledge of all support processes and practices
