Service Manager Centurion - Centurion
Peppa Placements
Our client based in Centurion is looking to find a Service Manager. Service Manager (SM) is a customer facing function in the Service Management division. The SM is the single point of contact for customer services throughout the customer service value chain. Ensure optimal delivery of services with minimum disruption to customers while maintaining full accountability for customer problems, escalations, performance reporting, trend analysis, root cause analysis, and SLA metrics and management. Ensure that there is internal accountability for solutions/products sold to customers with regards to performance metrics. Continuous engagement with stakeholders to set service delivery metrics and customer experience improvement plans. Create and implement strategies in collaboration with internal stakeholders to achieve continual service improvement. MINIMUM REQUIREMENTS: 3 year Bachelor Degree or equivalent - essential ITIL V4 - essential Project Management Qual A minimum of 8 years in the ICT sector of which min 6 years must have been spent in the telco environment 6 years Relationship Management experience and dealing with customers at all levels 5 years of Contract and SLA management Understanding of the telecoms industry Knowledge of NPS (Net Promotor Score) Report writing experience Market Related
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