Service Manager

You need to have experience with Service Provider environments and specifically experience with the local SP's such as TATA and can demonstrate your knowledge and understanding of their ordering processes.

Please send your CV along with details of your monthly pay requirements.

Service Manager Job Description
OVERVIEW

- In line with ITIL Best practice and clients's own Customer Experience initiative the Service Management function should be responsible for SLA management and driving Continuous Service Improvement.
- The Service management team is responsible for the management of a portfolio of customers with the objective of improving customer satisfaction to drive better customer retention and maximise revenue opportunities.

DUTIES AND RESPONSIBILITIES

- To be the Customer Advocate - Responsible for championing the 'Customer service Experience' of client and their end client
- Ensure that the contracted services are provided in accordance with service level agreement.
- Attend and chair Service Review meetings with customers and document meeting actions.
- Document and Maintain Customer Information Guides for customers
- Provision of customer reporting in accordance with service levels
- Responsible for ensuring routine Service Performance & Major Incident Reports are produced & delivered to customers in accordance with Service levels and customer requirement
- Responsible for handling customer disputes and complaints and ensuring that suitable response is forthcoming and appropriate to customer requirement
- Escalate any Operational issues where they may not be being resolved to Customer satisfaction.
- Ownership of Service Improvement Plan and the tracking and reporting on progress against the SIP to the end client and client executive sponsors
- Continuous Improvement - Proactively work with the Problem Management Team and other GC departments to identify trends and improvements in services for customer experience.
- Attend ad-hoc customer meetings as and when required in accordance with contract/customer requirements
- Manage the development of customer relationships with GC Operations so that processes are understood between the two companies.
- Where applicable work on customer site to enhance customer relationship.
- Responsible for customer training on Uncommand and upkeep of customer accounts.
- Raising and monitoring and management of PVCS Trackers (Credit/Back bills)
- Work with billing and credit control to ensure credits are raised timely and accurately, Minimising where relevant service credit payments.
- In conjunction with Credit Control work with the customer to ensure that contracted payment terms are adhered to.
- Identify opportunities for account development and revenue growth within the account
- Build excellent relationships with customers to optimise potential of account development
- Produce internal management reports to track account status and issues
- Assist Account teams in bid processes for new clients as appropriate
- Raise cease orders

SKILLS

- Be able to apply understanding of client products, with particular emphasis on SLA's.
- Be able to resolve problems with initiative and creativity
- Be able to resolve conflict situations
- Strong analytical skills
- Have strong interpersonal and communication skills
- Good organisational skills

EDUCATION

- Service managers must have as minimum ITIL V3 Foundation qualification and must have knowledge of industry standards and best practices such as ISO20000.