Be Different Recruitment Ongoing Job Vacancy – Apply Now!

Our client, a leading global acquirer of communications and media software businesses by providing businesses with access to a global network of like-minded professionals, customers and partners is urgently looking for a Service Manager to be responsible for monitoring all procedures related to identification, prioritization and resolution of incidents, including the tracking and coordination of service desk functions.

Job Title: IT Service Manager
Location: JHB – Northern Suburbs
Reference: JHB006060-MM1-1

Job Summary:
Duties & Responsibilities:
In order to be considered the following is required:
Grade 12
Diploma / Degree in Engineering, Customer Service Management or Business Management
Service Management Certification (ITIL Practitioner or ITIL Life Cycles)
Minimum 6 – 8 years overall Customer Success / Customer Service Management experience of which 4+ years should have been gained at within the Telecommunications / ISP environment (essential)
Service management, stakeholder management and escalation management experience is key
Proven work experience as a service manager
Have excellent communication and interpersonal skills
Have the ability to form strong relationships
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Team management skills
Proficiency with industry-standard word processing, spreadsheet and presentation software programs

Responsibilities:
Manage the service delivery team of 8 and evaluate performance continuously
Identify areas for improvement of overall customer experience
Implement action plans and act on surveys and transaction feedback
Attending to and managing customer service reviews at agreed frequency with the customers
Identify claw backs / revenue leakage
Identify upsell / cross sell opportunities
Contribute to improving customer support by actively responding to queries and handling complaints
Establish best practices through the entire technical support process
Follow up with customers to identify areas of improvement
Develop daily, weekly and monthly reports on service delivery team’s productivity
Provide customer feedback to the appropriate internal teams, like product developers
Build professionalism, loyalty and commitment within customer services team
Communicate actively and effectively resolving any potential conflicts that may arise
Drive initiatives leading to increasing efficiency and effectiveness of customer services
Information displayed above not limited to advertisement.
Please consider your application as unsuccessful if you have not received a response within 14 days of submitting your application. However, please keep a lookout on our website, www.bedifferent.co.za, for available positions which you may be suited for.

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