A truly customer-centric organisation that has operations throughout Africa & the Middle East. With a wealth of professionals, they are capable of defining, creating & supporting their clients aspirations to create an amazing experience for their customers. Great customer experience is the focus in all elements of the businessYou will oversee all delivery of professional & managed services contracts to one of South Africas most well-known organisations. Working closely with the Director of Operations, the role will see you accountable for:Program & Service Portfolio ResponsibilitiesCustomer ExperienceGovernanceManagement ReportingMinimum requirements:Essential:Business Management, IT or Engineering Degree (preferred)Foundational level understanding of ITIL in practice (minimum)At least 10 years senior program / exec level experience in management of IT services delivery / IT operationsOperational line management experienceExperience in leading enterprise IT application deploymentsTechnical proficiency & certification in one or more enterprise IT applications would be beneficial, specifically those related to the domainsIT and/or Customer service management Report Writing skillsAdvantageous:Postgraduate qualificationDuties & responsibilities:Complete the review of any MS contracts, onboard contracts & services onto the MS systems, enable the MS teams to meet service obligations, manage service activation & initiationManage service delivery SLA achievement per client & overall & manage to a high level of client satisfactionActively monitor overall performance of services & timelines to deliverPerform good communication around issues & opportunities get things done, make things happenBuild, maintain & analyse service reports to address any possible delays before it occursPer contracted schedule, distribute service reports to key internal personal & clients & raise any potential issuesPer contracted schedule convene & run client service review meetingsRemoving all obstacles to customer satisfaction & / or financial performanceManage CSAT surveys per client per service on agreed scheduleCommunicate across organisational boundariesManage follow ups, & escalating & taking action if service delivery is not meeting expectationsWork with the client & operations teams to identify & manage service improvement activitiesPropose any amendments to improve service delivery processesEnsure, where relevant, that the operations teams are aware of key client system & / or organisational changes that could impact services & / or projects.Build personal relationships with key client staffCollaborate with account managers & senior management on client account management & growthAssist account management & sales operations in respect of preparation of the MS proposalsBalance clients & the organisations long-term interestsMaintain in-depth knowledge of the organisations service offering, contracts models & also the technologies supported from a managed services product offering perspectiveCompetencies & attitudes:Demonstrate problem-solving & critical thinking skills, & showmeticulous attention to detailBe resilient & flexible, able to manage multiple assignments & tight deadlinesBe a self-starter, with a keen interest in customer loyalty & highlymotivated towards successMust be proactive, a confident communicator able to win trust & be a credible client advisorMust show initiative & desire for continual self-development & learningBe able to work independentlyBe decisive to resolve problems & overcome obstacles impeding service excellenceRemuneration & benefits:R 720 000 R 1 200000 CTC (contract or permanent)Ability to work Cape Town (with a work-from-home a likely option for the foreseeable future)Growth opportunityCommission or performance element within the packageContact:
