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    Senior Manager- Service Management - Johannesburg, South Africa - EQ Plus

    EQ Plus
    EQ Plus Johannesburg, South Africa

    4 minutes ago

    Default job background
    Description
    Context: (Global influences, environmental / industry demands, organizational mission, etc.)
    • Brand strength and profitability in the segments and classes in line with the brand
    • Fast moving industry with constantly changing business requirements and technologies
    • Fluid complexities of customer expectations and demands
    • Highly competitive market with increasing competition
    • Ongoing research and knowledge acquisition
    • Global and local market dynamics and developments
    • Client and Technology demand and growth trends
    • Changes in Clients and organizational needs and behavior
    Ensuring a culture of Operational Excellence:
    • Ensure implementation of operational plans
    • Drive and ensure accurate and timely business and performance reporting process
    • Drive and ensure appropriate business predictability across all client projects, Top three Classes (Premium, Priority & Express) Top 100 base
    • Drive and ensure the right client service organization structure to enable better client experience, Top 100 base, Priority and Premium classes
    • Drive and ensure the right client service processes and procedures across the business, Top 100 base, Priority and Premium classes incl regions support
    • Drive and ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channel
    Project Management:
    • Motivate, develop and manage the execution of agreed projects
    • Drive the implementation, tracking, monitoring and compliance of Projects
    • Contract management in line with Procurement Policies
    • Co-ordinate project reporting
    Education:
    • 4-year degree, preferably IT or telecommunications engineering related
    Experience:
    • Project management in a client facing role
    • At least 3-5 years experience in Service Management experience in a management role
    • At least 3-5 years experience in Vendor Management experience in a management role
    • Legal and regulatory knowledge
    • Experience in managing SLAs, contracts and customers
    • Experience in Partner Management
    • Experience in service design and costing
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