{"id":12990,"date":"2023-02-01T09:08:05","date_gmt":"2023-02-01T09:08:05","guid":{"rendered":"https:\/\/www.yes.et\/jobs\/?post_type=job_listing&p=12990"},"modified":"2023-02-01T09:08:05","modified_gmt":"2023-02-01T09:08:05","slug":"safaricom-addis-ababa-full-time-service-manager","status":"publish","type":"job_listing","link":"https:\/\/www.yes.et\/jobs\/job\/safaricom-addis-ababa-full-time-service-manager\/","title":{"rendered":"Service Manager"},"content":{"rendered":"

Role purpose:<\/strong><\/p>\n

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.<\/p>\n

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.<\/p>\n

Key accountabilities and decision ownership:<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Facilitation, co-ordination and management of the entire service life-cycle locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Drive and monitor continual Service improvement locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Contractual compliance reporting locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Service Level management and reviews locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Ensure Customer Satisfaction locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Planning and managing of customer accounts locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Service account planning locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Manage live services for customers and overall responsibility of incident management (ITIL) locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Performance reporting locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Provide input into the proposal and commercial stages of the service management life-cycle during customer engagement<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Responsible for the delivery and managed service solution for customer locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Responsible for the Business as usual (BAU) operational management locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Continually monitor and manage customers\u2019 expectations locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Be the key point of contact and escalation locally<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Manage and maintain the existing business within the account (including capacity-based growth and routine contract renewals) locally.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Overall responsibility for contractual, financial and legal management within the customer locally.<\/p>\n

Core competencies, knowledge and experience\u00a0[max 5]:<\/strong><\/p>\n

Job Knowledge:<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 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.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Managing customers\u2019 expectations and improving the customer experience with the organisation thereby increasing loyalty and improving service NPS, customer becoming a promoter of Vodacom.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Responsible for the entire service life cycle process ensuring improved quality of service improving customers experience.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Build trusted relationship with customer aiding in customer retention and customer loyalty improving NPS from a promoter to a star.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Service level management ensuring that customer service levels are met ensuring customer satisfaction improvement<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Providing performance reporting and business intelligence reports enabling customer to better manage their business and increasing levels on the maturity scale, adding value.<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Service Manager understands customers business and needs and in building loyalty with the customer, aids in growth and future sales opportunities for the organisation.<\/p>\n

Job Related Skills:<\/strong><\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Analytical thinking and application<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Assertive<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Persuasive, Problem Solving, Decision Making<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Ability to interact with and communicate customer service information to different levels of management<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Self- Motivated, ability to question current workflow processes and make recommendations to enhance the business<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Timely, proactive, precise and direct escalation to management of issues that could compromise delivery<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.<\/p>\n

 <\/p>\n

Experience:<\/p>\n

A minimum 5 to 8 years\u2019 relevant experience is essential inclusive of the following:<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0 Post Graduate qualifications in Human Resource Development or extensive knowledge of Large Enterprise Business<\/p>\n

\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Experience in Sales or Customer experience<\/p>\n","protected":false},"author":842,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","job_listing_type":[47],"job_listing_category":[135],"job_listing_location":[194],"job_listing_tag":[],"metas":{"_job_category":{"135":"Human Resources"},"_job_type":{"47":"Full Time"},"_job_apply_type":"external","_job_apply_url":"https:\/\/safaricom.bamboohr.com\/careers\/128","_job_apply_email":"","_job_phone":"","_job_salary_type":"","custom-select-17263742":"","_job_qualification":"Bachelor Degree","_job_location":{"194":"Addis Ababa"},"_job_application_deadline_date":"","custom-text-18129948":"","_job_logo":"https:\/\/www.yes.et\/jobs\/wp-content\/uploads\/wp-job-board-pro-uploads\/_employer_featured_image\/2023\/01\/Screenshot_20230131_113040.png","_job_employer_name":"Safaricom","_job_employer_url":"https:\/\/www.yes.et\/jobs\/employer\/safaricom\/"},"_links":{"self":[{"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/job_listing\/12990"}],"collection":[{"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/job_listing"}],"about":[{"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/users\/842"}],"replies":[{"embeddable":true,"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/comments?post=12990"}],"wp:attachment":[{"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/media?parent=12990"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/job_listing_type?post=12990"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/job_listing_category?post=12990"},{"taxonomy":"job_listing_location","embeddable":true,"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/job_listing_location?post=12990"},{"taxonomy":"job_listing_tag","embeddable":true,"href":"https:\/\/www.yes.et\/jobs\/wp-json\/wp\/v2\/job_listing_tag?post=12990"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}