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.<\/p>\n
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Job Title: IT Service Manager<\/strong> Job Summary:<\/strong> Responsibilities:<\/strong>
\nLocation:<\/strong> JHB – Northern Suburbs
\nReference:<\/strong> JHB006060-MM1-1<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nIn order to be considered the following is required:
\nGrade 12
\nDiploma \/ Degree in Engineering, Customer Service Management or Business Management
\nService Management Certification (ITIL Practitioner or ITIL Life Cycles)
\nMinimum 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)
\nService management, stakeholder management and escalation management experience is key
\nProven work experience as a service manager
\nHave excellent communication and interpersonal skills
\nHave the ability to form strong relationships
\nSolid technical background with an ability to give instructions to a non-technical audience
\nCustomer-service oriented with a problem-solving attitude
\nExcellent written and verbal communications skills
\nTeam management skills
\nProficiency with industry-standard word processing, spreadsheet and presentation software programs<\/p>\n
\nManage the service delivery team of 8 and evaluate performance continuously
\nIdentify areas for improvement of overall customer experience
\nImplement action plans and act on surveys and transaction feedback
\nAttending to and managing customer service reviews at agreed frequency with the customers
\nIdentify claw backs \/ revenue leakage
\nIdentify upsell \/ cross sell opportunities
\nContribute to improving customer support by actively responding to queries and handling complaints
\nEstablish best practices through the entire technical support process
\nFollow up with customers to identify areas of improvement
\nDevelop daily, weekly and monthly reports on service delivery team\u2019s productivity
\nProvide customer feedback to the appropriate internal teams, like product developers
\nBuild professionalism, loyalty and commitment within customer services team
\nCommunicate actively and effectively resolving any potential conflicts that may arise
\nDrive initiatives leading to increasing efficiency and effectiveness of customer services
\nInformation displayed above not limited to advertisement.
\nPlease 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.<\/p>\n