Service Manager

Job Description

Role purpose:

This role will be responsible to lead and provide input into the commercial stages of the service management during the customer engagement and will be responsible for the delivery and managed service solution for customers in Ethiopia.

The Service Manager will work with internal and external stakeholders within Safaricom across Addis and Regionally in Ethiopia to ensure the delivery and managed service solutions, continuously monitor and manage customer expectations, be the point of contact and escalation and maintain existing business relationships.

Key accountabilities and decision ownership:

·      Facilitation, co-ordination and management of the entire service life-cycle locally

·      Drive and monitor continual Service improvement locally

·      Contractual compliance reporting locally

·      Service Level management and reviews locally

·      Ensure Customer Satisfaction locally

·      Planning and managing of customer accounts locally

·      Service account planning locally

·      Manage live services for customers and overall responsibility of incident management (ITIL) locally

·      Performance reporting locally

·      Provide input into the proposal and commercial stages of the service management life-cycle during customer engagement

·      Responsible for the delivery and managed service solution for customer locally

·      Responsible for the Business as usual (BAU) operational management locally

·      Continually monitor and manage customers’ expectations locally

·      Be the key point of contact and escalation locally

·      Manage and maintain the existing business within the account (including capacity-based growth and routine contract renewals) locally.

·      Overall responsibility for contractual, financial and legal management within the customer locally.

Core competencies, knowledge and experience [max 5]:

Job Knowledge:

·      All multinational and large enterprise customers with substantial revenue have a dedicated service manager for local customers focussed on providing a single point of contact for in-life management thereby improving customer experience.

·      Managing customers’ expectations and improving the customer experience with the organisation thereby increasing loyalty and improving service NPS, customer becoming a promoter of Vodacom.

·      Responsible for the entire service life cycle process ensuring improved quality of service improving customers experience.

·      Build trusted relationship with customer aiding in customer retention and customer loyalty improving NPS from a promoter to a star.

·      Service level management ensuring that customer service levels are met ensuring customer satisfaction improvement

·      Providing performance reporting and business intelligence reports enabling customer to better manage their business and increasing levels on the maturity scale, adding value.

·      Service Manager understands customers business and needs and in building loyalty with the customer, aids in growth and future sales opportunities for the organisation.

Job Related Skills:

·      Analytical thinking and application

·      Assertive

·      Persuasive, Problem Solving, Decision Making

·      Ability to interact with and communicate customer service information to different levels of management

·      Self- Motivated, ability to question current workflow processes and make recommendations to enhance the business

·      Timely, proactive, precise and direct escalation to management of issues that could compromise delivery

·      Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.

Experience:

A minimum 5 to 8 years’ relevant experience is essential inclusive of the following:

·      Post Graduate qualifications in Human Resource Development or extensive knowledge of Large Enterprise Business

·      Experience in Sales or Customer experience