To manage and maintain the existing business through a developed client retention strategy and to ensure service delivery to SLAs and continuous service improvement
CONTEXT
To proactively monitor and manage client satisfaction with respect to service delivery.
To ensure risk management, service improvement management and capacity management (resources) are performed.
To ensure the consistent implementation of solutions and smooth delivery of service to clients.
To take overall responsibility for contractual fulfilment within his client during the service lifecycle.
To nurture the client and cultivate a relationship that will enable new growth opportunities.
To prevent revenue leakage and manage scope change billing.
CLIENTS
Clients
Managing Executives and General Managers
Client Engagement
Vendors/Suppliers
Business Units
POM
Other BCX Operating divisions
ROLES
Financial management
Continual service improvement
Maintain relationships with clients and monitor satisfaction
Manage compliance with SLA’s
Contract management
Service level management
Supplier management
Manage user satisfaction
Human resource management
Demand management
Service lifecycle management
Job Requirements
EDUCATION
Grade 12, NQF Level 4 plus relevant diploma or degree, NQF Level 5 or 6
ITIL v3 foundation certification
Preferably certification in ITIL Service Management
EXPERIENCE
7 – 10 years in Services environment
10 – 15 years total IT experience of which at least 3-5 years should have been in management/team leading roles
Project management principles
COMPETENCIES
Knowledge and Skills:
Able to run virtual teams
Project management skills (Desirable)
Strong problem solving and analytical skills
Attention to detailsCore Competencies:
Delivering results and meeting customer expectations
Deciding and initiating action
Analysing
Planning and organising
Coping with pressure and setbacks
Following instructions and procedures
Persuading and influencing
Leading and supervising
Presenting and communicating information
Entrepreneurial and commercial thinking
Working with people
Relating and networking
Closing Date