Service Delivery Manager at Altron Bytes Systems Integration

JOB PURPOSE

• To manage the end-to-end customer lifecycle, ensuring optimal service satisfaction through the delivery of consistent and value added services / solutions to retain current customers, and to do so in a cost effective manner to contribute toward account profitability.

KEY RESPONSIBILITIES:

• Conduct Ongoing Customer Lifecycle and Relationship Management
• Ensure Customer Service Satisfaction
• Continuously monitor customer Service delivery and proactively realign
• Control costs and maximise service/solution profitability
• Build and retain strong and scalable inter-personal relationships with clients, and internal parties;
• Assist with customer information sessions creating engaged customers and facilitate organic growth;
• Taking ownership of customers issues and following problems through to resolution;
• Provide continuous, professional, accurate and consistent feedback to clients;
• Schedule, prepare and present monthly review meeting;
• Ensure clear understanding and interpretation of detail in reporting to ensure accurate reporting;
• Conduct quarterly customer surveys and highlight/escalate potential risks;
• Plan and attend internal cross functional meetings at least quarterly;
• Manage consistent and professional service delivery, controlling resources and utilise assets with customer requirements to ensure customer service satisfaction;
• Setting a clear mission and deploying strategies focused towards that mission
• Ensure that all services are delivered in line with contracted requirements;
• Manage customer quotes process and performance;
• Monitor and validate open calls daily, proactively providing customer with feedback and updates in a professional and structured manner;
• Generate joint solutions, best fit alternatives, and anticipate potential future problems;
• Prepare for, attend and manage monthly customer meetings to ensure continuous and effective management of expectations and requirements;
• Plan, prepare and present the SAM review pack monthly;
• Implement innovative methods or processes to improve customer service;
• Analyse escalations, identify trends and proactively put in place corrective plans to address problem areas, reduce and eliminate recurrence;
• Conduct monthly and quarterly Service Management reviews;
• Review account plans quarterly;
• Complete and update ALL account plans Annually or when changes occur;
• Ensure accurate reports, review monthly and update where necessary;
• Accurately update SharePoint dashboard with weekly progress; 
• Conduct ongoing analysis of customer needs and requirements, and align account and service plans against those;
• Identify and drive account optimisation opportunities.
• Set a clear mission and deploy strategies focused towards that mission;
• Accurately drive to close and Bill all billable calls on a weekly basis;
• Ensure all maintenance billing is agreed and paid for 30 days prior to service initiation or as per contract;
• Manage quality and correctness of invoices and supporting documents through Pre-Bill process;
• Ensure annual credit notes amount is zero;
• Ensure that debtors book does not exceed 30 days;
• Retain current customers through service integrity, thereby meeting target/budget revenue quota per service / solution;
• Minimise service / solution expenditure, optimise time management and drive tactics to maximise service / solution profitability;
• Identify new opportunities and projects and follow through for successful completion.
• Data Analytic for trend analysis to improve aspects of service delivery to customer

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Relevant Tertiary qualification – Bachelor degree preferable in Business Management

Years of Experience

• Between 5 and 7 years’ experience in Customer relations/IT Operations/Service Delivery/Retail Management.
• Proven track record in Customer Services/Project Management

Other requirements

• Strong Presentation Skills
• Financial and business acumen
• Sound knowledge of business and industry standards and best practices 
• Knowledge of Solution offerings [current/new] and technological environments with specific focus on the customers particular market
• Knowledge of customer service software, databases and tools
• An understanding of the purpose and composition of Service Level Agreements
• An understanding of ITIL methodology and ISO standards
• Knowledge of RFP/Tenders process and requirements
• MS Office Computer Literacy with very strong PowerPoint, Word, Outlook & Advanced Excel skills
• Computer Literacy with very strong PowerPoint, Word, Outlook & Advanced Excel skills

Core Competencies

• Sensitivity, open-mindedness and flexibility.
• The ability to cooperate, communicate and manage conflict situations.
• Self-assurance and ability to work in a structured way.
• A creative approach to problems
• Flexibility and adaptability (responsive to changes in customer requirements)
• Results and Achievement Orientated
• Drive
• Commitment to accuracy and quality
• Problem analysis and problem solving, advanced troubleshooting and multi-tasking skills
• High standards of Integrity
• Conflict Resolution
• Decision Making
• Self confidence
• Perseverance
• Customer Service orientation
• Accountability
• Collaboration