Job purpose
The Service Manager is responsible for planning, coordinating and controlling the activities of the service desk and call centre team to maintain and enhance customer relationships and meet organizational and operational objectives.
The incumbent is responsible for leading his/her team to support service quality.
Duties and Responsibilities Strategic Insight and Integration:
Strategizes, plan and co-ordinates the activities of service desk unit (service desk, call centre, and front desk)
Develop service support procedures, policies and standards
Responsible for staying abreast of current technologies, industry trends and regulations as it relates to Service Management and recommend improvement plans
Technical / Analysis and Problem Solving:
Co-ordinate and manage incidents and requests including incidents on vendor deployed services
Investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by service desk team
Lead the resolution of major incident
Ensure documentation of all incidents and user requests
Responsible for having thorough understanding of regulatory requirements with respect to service management
Analyzing statistics or other data to determine the service level provided by e.Stream
Responsible for ensuring that service level target is adhered to during incident resolution process.
Maintenance of existing customer accounts through Customer Retention Ratio (CRR)
Periodic review of existing resources (personnel, monitoring tools and systems) to ensure quality service support delivery
Leadership:
Provides leadership for incident management process and accountable for the entire incident management process through to resolutions lifecycle.
Provide overall leadership for the department and responsible for the overall performance of the department
Create and drive a vision for the department in line with corporate goals
Lead and motivate team members, promote discretional behaviours among employees and encourage them to deliver quality results
Interpersonal, Relationship Management & Collaboration
Constantly liaise with service management team and all stakeholders to ensure customer satisfaction
Communication:
Collation of all service imparting incidents and reporting on a weekly/monthly basis to Top Management
Customer Focus:
Maintain constant communication with the customer, identify potential issues, and drive appropriate solutions.
Work with customers face-to-face or via telephone, attending on-site meetings when necessary.
Developing feedback or complaints procedures to be used by customers
Financial Management:
Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation.
Responsible for the development of the department’s budget
Adhere to and manage the approved budget
Requirements Education & Work Experience:
B.Sc/HND, M.Sc in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline
At least 7 years of customer support experience, part of this working as a Service Desk Manager/Team Leader role
Competency, Skills & Certifications:
ITIL certified or have knowledge of ITIL. CCNA
Customer service, Soft skill, Service Mgt training and other relevant certificate applicable
Strong knowledge of Information and Systems Technology
Experience in the use of software applications including the Microsoft Dynamics CRM
Technical understanding of network infrastructure.
Ability to drive initiatives independently.
Planning and organizing skills
Presentation Skill
Leadership
Relationship & People Management
Process Improvement
Tracking Budget Expenses
Developing Standard Operating Procedures
Service Desk Experience
Emphasizing Excellence
KPIs:
Reducing surcharge arising from delay incident resolution
Improve Customer satisfaction to reduce churn rate
Coaching Associates
Maintain good relationship with Vendors & Customers
Ensure proper documentation of customer records.
Strict Compliance to QMS Standards.
Applicants should send their CV’s to: careers@estreamnetworks.net
Apply via :
careers@estreamnetworks.net
