South Africa

Service Delivery Manager

Company Liquid Intelligent Technologies
Reference # 211112
Published 22/11/2021
Contract Type Contract
12 Months
Salary Market Related
Location East London, Eastern Cape, South Africa
Duration 12 Months
To manage customer services from order to cash. customer communication, meeting delivery timeframes and achieving revenue on time.
Job Functions Other
Industries ICT - Information & Communications Technology,Telecommunications
Service Delivery Management
Coordinate the service delivery of clients and ensure that customer requirements are met/exceeded
Engage with cross-functional teams ensuring that service delivery is on time
Engage with customers, ensuring feedback is given timeously
Manage the Order to Cash Process with focus on revenue, delivery count and meeting customer required dates (CRFS)
Engage with the Bid Office for RFP responses
Ensure that systems are updated and that Turn-around timeframes are adhered to

Customer Incident Escalations Management
Acknowledge, understand and manage customer and Service Delivery issues
Co-ordinate with the respective internal departments and manage the escalation to resolution speedily
Escalate to internal department management to ensure that the customer issue is resolved timeously
Coordinate and submit progressive and accurate updates to customers on their escalations
Escalate to vendors/3rd party contractors and manage these escalations to resolution to ensure finality on matters
Manage internal escalation tracking meetings to ensure all parties remain aware of their role
Attend customer escalation meetings with KAM’s and Operational Teams assuring the customer of Liquids credibility and commitment
Managing and ensure that all and any arising Action Plans that may arise from the customer meetings are completed within the timeframes committed to customer to maintain high levels of customer satisfaction

Customer Satisfaction
Monitor transaction feedback to ensure it is delivered in line with Liquid’s requirements
Identify areas for improvement of overall customer satisfaction and implement strategies and processes as necessary to constantly improve customer service

Innovation/Continuous Improvement Program
Participate in developing system, process and procedure efficiencies
Participate in training and development programs to ensure service is always at the highest levels
Collaborate with IT to develop reports to drive efficiencies across various departments internally to improve service delivery

Technical Tertiary Qualification advantageous
Prince 2 Foundation/Practitioner
Project Management Qualification will be advantageous

A minimum of 3 years in the ICT sector of which 1 years must have been spent in the Telco environment
Relationship management experience and dealing with customers at all levels is a requirement
2 years technical experience
Report writing experience is required
Experience in dealing with cross-functional work groups

Job Closing Date 30/11/2021
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Last Updated: 30-6-2021 []
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